Senior Business Program Management - Microsoft Corporation

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)Business Program Management 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. As **Senior Business Program Manager,** you will form a critical part of the CCSE Program Management team, leading global projects that will drive significant organizational 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 position requires senior cross-group program management coordination and leadership. 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. **Responsibilities** + Responsible for 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. + 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 effective 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. + 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. + 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 + **Other** + Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture) **Qualifications** **Required Qualifications** + Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program, project and change management + OR equivalent experience. **Other Requirements** + Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: + This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter **Additional or Preferred Qualifications** + Change management practicionor (PROSCI or simular) is advantageous + Project Management Professional (PMP) qualification is advantageous + Six Sigma certification is advantageous. Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $112,200 - $194,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $142,200 - $213,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft will accept applications for the role until March 30, 2024 \#CES #CSS #CCSE Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .