Overview
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.
Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience.
In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.
Do you have a passion for driving change? Do you thrive in a fast-paced environment? Do you love leading and driving projects that evolve strategies and processes?
If you answered yes' to these questions, then a role in the Connected Customer Support Experience (CCSE) Program Management team may be for you!
The CSS organization is responsible for being the front line to our customers as we support them in their use of our products.
Our mission is the same as Microsoft's, namely Empower every person and organization on the planet to do more. In support of the technologies across our entire Microsoft ecosystem, we are constantly needing to transform our delivery operations, as we support our customers' most complex and business critical applications and solutions.
This position will form a critical part of the CCSE Program Manager team, leading global projects that will drive significant organisational transformation needed to improve the support experience for our valued customers.
We are looking for an exceptional individual who has deep experience driving large, complex, transformational projects and programs and who has a passion for our customers.
This individual will bring intellectual curiosity to quickly understand the CSS and CCSE businesses and leverage technology, people and process to elevate the performance of this global organization.
This role is flexible in that you can work up to 100% from home.
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.
Qualifications
As a Business Program Manager for CCSE, you will need to be a high-energy, strategic thinker and self-starter. You will need an aptitude for seeking creative solutions to multifaceted problems and have a strong attention to detail.
An ability to meet deadlines in a dynamic environment is essential.
You must have a demonstrated the ability to work with and influence managers and individual contributors to achieve consensus and drive the planning of actions / deliverables with a team.
In addition, the ideal candidate should possess the following qualifications :
Proven program management experience managing a collective project portfolio of $10M+
Strong stakeholder management skills at all levels.
Excellent written and verbal communication skills. Strong documentation skills are essential.
Ability to respond to and manage strategic changes in direction, sometimes at short notice. Agility and speed are key requirements for our rapidly transforming business environment.
Extensive lead experience in program transformation management.
A real passion for customer outcomes.
Critical thinking (long term, preventative risk mitigation), orchestration of complex support planning and thought leadership.
Consistent track record of driving strategy and influencing senior leaders
Proven track record of thought leadership and leading change for improvement
Strong social, cross-group collaboration, project management, time management and negotiation skills
Excellent people management skills with the ability to build and maintain high performing v-teams in an environment where competing time demands are the norm.
Technical support and / or operational background is an advantage.
Travel approx. 10%
Education
Bachelor's degree (B.S. / B.A.) in business administration, computer science or related field
Change Management practitioner (PROSCI or equivalent).
Project Management Professional (PMP) qualification is advantageous.
Six Sigma certification is advantageous.
Language Qualification
English Language : fluent in reading, writing and speaking.
Responsibilities
This position requires senior cross-group program management coordination and leadership. Responsible for leading and managing scale program portfolios that span CSS and CCSE, you will bring proven program and project management capabilities and demonstrate how you have used these to deliver successful strategies and solutions across an enterprise.
You will develop and cultivate effective cross-functional relationships and successfully plan and execute changes across the CSS, CCSE and CE&S businesses.
You will need to bring a passion for improved customer outcomes, agility and responsiveness to be successful and operate comfortably in an environment where change at pace is the norm.
In this role you will engage with key partners, stakeholders and senior executives to :
Manage large scale, cross-group and organisation wide programs to provide synergies, consistent management and greater program level visibility to stakeholders across the ecosystem.
Develop and leverage your understanding of the CSS and CCSE business strategies to achieve top level goals and OKRs at the program level.
You are expected to bring thought leadership ideas and creativity into strategy development planning.
Develop and retain strong relationships with senior stakeholders; build and maintain program strategy alignment at all levels.
Define program level strategy, ensure that associated projects and solutions align. Develop Product Design Descriptions with detailed requirements and manage stakeholder signoff.
Using a background of solid, and ideally certified project management capabilities, you will leverage these to orchestrate scale program activities.
This includes managing program interdependencies and critical paths to ensure timely program deliverables. You will be responsible for identifying and managing program and project dependencies and assumptions, tracking and mitigating risk and issues also at the project and program level.
Implement and execute a comprehensive program communication framework for all stakeholders.
Deploy change management strategies throughout the lifecycle of the project to support successful landing, stabilisation and adoption of project solutions.
Track, manage and articulate program success measures and return on investment.
Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect
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