Senior Business Program Manager

Microsoft

1d

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Success Services Delivery is looking for a senior Business Program Manager to apply critical judgment and analytical skills to assess risks, scrutinize details, and solve complex problems across Success Programs and Success Enablement Global engines. The BPM will contribute to well-informed and strategic decision-making that supports organizational objectives and mitigates potential risks. Utilizing business intelligence and a strategic big-picture view they will analyze business operations and financial health. This involves applying deep business acumen and Microsoft product knowledge to interpret key performance indicators and drive informed decision-making that aligns with overarching business objectives. Performs program landscape research and analysis. Identifies and scopes opportunities to develop new programs and improve current ones impacting the broader unit. Leads the defining and tracking of success criteria and performance metrics. Shares best practices to define and execute on a landing and communication plan, such as the target audience(s) and communication strategy. Shares expertise to evangelize highly complex programs to stakeholders, partners, and customers to gain buy in. Leads a portfolio of projects, including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for highly complex programs. Provides insight to lead others to understand mapping or how people, process, technology, and systems work and impact one another. Provides insight to cost-benefit analyses to examine performance to value drivers. Provides insight to collect and evaluates success criteria and performance metrics. Utilizes direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Requirements

• Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement OR equivalent experience.

Nice To Haves

• Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR equivalent experience
• Proven ability to lead highly complex, cross‑functional programs end‑to‑end, including planning, execution, risk management, and delivery across engineering, operations, finance, and business teams.
• Experience in data‑driven program management, including defining and tracking success metrics (OKRs, KPIs, ROI, SLAs) and communicating business impact through executive‑ready storytelling, dashboards, and scorecards.
• Demonstrated experience designing and executing security-, privacy-, and regulatory‑compliant programs, incorporating governance, change management, and industry best practices into program planning.
• Ability to drive stakeholder alignment and accountability through clear communication strategies, rhythm of business (ROB), and structured collaboration across diverse audiences and senior leadership levels.
• Experience identifying new program opportunities and optimizing existing programs through process analysis, root‑cause identification, simplification, and continuous improvement informed by market and business insights.

Responsibilities

• Utilizes direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly.
• Leads the definition of the vision and strategy for change, broad and specific impact, and the flow of communication and interaction with the organization to drive change management processes.
• Ensures buy in and adoption of the new program or change by others in the organization using change management methodologies and techniques.
• Leads others to develop the collateral required to enable key stakeholders and others to be onboard.
• Leads identification of training and reskilling needs, and mapping of individuals in partnership with Human Resources (HR). Leads partnering with business process outsourcing (BPO) vendors to ensure that their contractors have the proper skills and capabilities Microsoft requires.
• Provides insight to cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]). Leads monthly business review (MBR) and runs rhythms regularly to identify what is working and what is not and makes improvements accordingly.
• Provides insight to collect and evaluates success criteria (e.g., ROI, SLAs, OKRs, KPIs) and performance metrics (e.g., acquisition, usage, impact, effectiveness, customer feedback) and uses scorecards and dashboards to monitor highly complex programs and ensure all activities align with business and program objectives.
• Leads the synthesis of data analytics (e.g., scenario analyses) to derive insights and training that help identify current and future program risks and mitigation plans and opportunities to streamline and optimize programs based on lessons learned that impact the broader unit, and plan to sunset programs that are no longer necessary or meeting objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees