Business Program Manager

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities : We are looking for an experienced business program manager to design, develop, and provide insights for our Delivery Partner teams and lines of businesses needed to understand, manage, and operationalize financial and operational performance & value, health metrics and measures, and workforce requirements. You will need to exhibit operational excellence, provide accurate and timely deliverables, engage with various business stakeholder groups, and influence & collaborate with our BI delivery teams.

Responsibilities :

• Leverage & harness our numerous data points, metrics, and measures to provide business relevant insights to improve performance and delivery value
• Work closely with our BI and business teams to define business and functional requirements for reporting and/ or data delivery
• Responsible for the quality, accuracy, and integrity of data provided by our Delivery Partners for insight population & delivery
• Manage overall relationships between CSS business stakeholder groups, BI teams, and our Delivery Partner managers
• Ensure our data access & availability through dashboards, scorecards, and other reporting sources is compliant with Microsoft security & privacy standards
• Act as primary point of contact for delivery partner data issues/escalations, and partner with internal stakeholders on resolution
• Develop solutions for and manage reporting requests from Microsoft business owners.
• Resolve and remove blockers preventing delivery partners to receive and deliver accurate data points, metrics, and measures
• Work with delivery partners to co-develop data delivery processes to drive continuous improvements in performance, output, and efficiency.
• Enhance existing reporting to meet the needs of the Microsoft support businesses and our Delivery Partners (scorecards, dashboards, KPIs)

Qualifications :

• 5+ years of support operations, outsourced support supplier experience, and program management
• High proficiency in Power BI and its end-to-end solution, including integration with other products and data visualization
• Subject matter knowledge and experience in business analytics to more effectively drive decision making
• Excellence in collaboration, influencing without authority, and partnering
• Strong analytical, problem solving and creative skills with an ability to exercise sound judgment and make timely supportable decisions
• Strong communication (verbal and written) and influencing skills and ability to navigate a global matrixed organization including creating, directing, participating, supporting, and/or coordinating virtual teams to achieve objectives
• Bachelor’s degree or experience commensurate with job expectations

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.