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Microsoft Corporation Delivery Strategy and Design Business Program Manager in New York, New York

The Delivery Design and Management Programs team is looking for a seasoned Business Program Manager to lead specific delivery design work to drive clarity to our Customer Facing roles. These roles work together in the Account Orchestration and Delivery Methodology to deliver on our Connected Customer Experience goals. If you are passionate about solving large cross company challenges, driving customer value, ensuring field delivery roles have the clarity, guidance, and tools they need to do their job then this role is for you.

This Business Program Manager role will work across the Customer Experience and Success organization, ATU (Account Team Unit) and STU (Specialist Team Unit) teams to design and evolve the Account Orchestration and Delivery Methodology which will provide clarity around how roles align across key scenarios to support customer outcomes, consumption goals, Enterprise Support agreements, and solution and operational health.

About the Organization:

With over 12,000 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. This newly established organization reflects Microsoft’s 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 customers’ expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S 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, but also because we provide a differentiated and connected customer experience that is rooted in our commitment to customer success.

Responsibilities

The core responsibilities for this role are as follows:

  • Lead the delivery design work around key delivery and orchestration scenarios across the Account Orchestration and Delivery Methodology to drive clarity in how our customer facing roles, functions and digital experiences enable a connected customer experience.

  • Drive, coordinate and participate in the creation of all relevant delivery guidance, process and tools requirements, job aides and readiness content to support the Delivery and execution of the program.

  • Develop and maintain plans for driving inclusive design and creating deliverables in a rapidly evolving business environment.

  • Recruit and lead cross group virtual project teams towards execution of program goals and creation of deliverables.

  • Deliver program and project deliverables aligned to PMO requirements and deadlines.

  • Establish program charter, timelines, and stakeholder map for programs you are managing.

Qualifications

  • 5+ years’ Experience working in Support Services and/or Customer Success Organizations. Deep understanding of Support businesses and delivery roles. Demonstrated understanding of the business models and value drivers for both Microsoft and our customers.

  • Executive communication skills and ability to enable the right level of message in reporting to and updating executive management.

  • Ability to work and create structure in complex, matrixed, and ambiguous situations and can respond flexibly in time sensitive situations.

  • Strong end-to-end systems thinking with process orientation; ability to develop enterprise-wide solutions and frameworks.

  • Strong program and project management skills; ability to drive in an environment where there are multiple concurrent strategic projects.

  • Strong relationship building skills to support the wide range of stakeholder connections needed to achieve results.

  • Well-honed written, verbal, and creative communication skills, including the ability to translate insights into content, presentations, and overall communication strategies.

  • High energy and a “can do” attitude. Ability to motivate both self and others for high impact.

  • Experience in driving change programs and dealing with change management (e.g., Prosci) and Project Management Methodologies (i.e. PMI and/or PRINCE2) a plus

  • Effectively collaborate with leaders in Customer Success, ATU, STU, Cross Industry Solutions (Consulting, Operations, Marketing, and establish strong working relationships and rhythms in a matrixed environment.

  • Strong analytical skills, combined with a strategic orientation, as well as an aptitude for solving complex business problems are also critical for success in this role

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .

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

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