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Microsoft Corporation Business Program Manager, Strategy and Operations Team in Charlotte, North Carolina

Are you an experienced Business Program Manager with a desire to apply your skills at global scale to support delivery teams? Microsoft is on a mission to empower every person and every organization 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 achieve our mission!

Microsoft Services is looking for a passionate and purposeful Business Program Manager with a strategy and operational background to join our Centralized Support Delivery organization. Centralized Support Delivery is focused on building a scalable account management practice to deliver high-quality, scalable, and consistent experiences to Premier and Unified Support customers.

The Strategy and Operations team is seeking an experienced, results driven Business Program Manager to support team strategy, process design, and planning. The role is highly collaborative, and you will be expected to create clarity in a complex organizational environment, generate energy through a bias towards action, and deliver results.

The Strategy and Operations team focuses on 3 core functions:

  • Operational Excellence – Process and policy design work to drive world-class scale operations in support of a large, global organization. Efficient, inclusive, and flexible operational support helps ensure our delivery team is set up for success. We’re committed to leveraging diverse experiences and perspectives to drive continued growth and improvement.

  • Business Strategy & Planning – Supporting a fast-paced, global team requires an eye for the future. Our team helps envision growth opportunities and executes within regular business planning rhythms to enable continuous growth and improvement.

  • Change Management & Landing – Diverse, global teams require careful attention to change management and landing motions. We partner closely with several organizations around the world to ensure we effectively prepare teams for change.

Responsibilities

What you will be doing :

  • Requirements gathering through close collaboration with other business groups, including leadership and area stakeholders

  • Representation of Centralized Support Delivery requirements across a diverse set of topics, including KPI/metric definition, reporting / dashboarding, tooling needs, delivery methodology changes, and education/growth campaigns

  • Process design to drive continuous improvement of operational hygiene and service delivery, including the team Rhythm of Business, recruitment plans, and transition/deployment plans

  • Development and representation of strategic envisioning for the Centralized Support Delivery team, spanning sales, marketing, delivery methodology, and more

  • Design and execution of pilot programs leveraging the diverse talent of our centralized delivery teams to test innovative enhancements to processes and customer experiences

  • Design of headcount, financial, capacity, and related forecast models to enable ongoing business planning

  • Design and execution support for change management/landing plans to ensure inclusive, complete, successful implementation of new processes, programs, and pilots

  • Ongoing iteration of Technical Account Manager onboarding content, deployment plans, and training programs

Qualifications

What we are looking for:

  • Exceptional written and verbal communication skills with a talent for tuning messaging to diverse audiences

  • 5+ years of program management in a global, multi-cultural enterprise environment

  • Experience in working with multi-national / multi-cultural teams

  • Have demonstrated success and experience in large scale change management, process design, and/or business management roles

  • Ability to work and generate clarity in complex and ambiguous situations while responding to time sensitive situations with grace

  • Have knowledge and experience with Microsoft’s Support business (Premier and Unified Support), delivery methodologies, and products/services

  • Fluency with PROSCI Change Management Framework

  • Proficiency in process improvement and passion for enhancing customer experience

  • Experience of working remotely in a matrixed environment, achieving results through influence

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 at 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.

Keywords: Biz Ops, Operations, Strategy, Service and Delivery, Project Management, Program Management, Change Management, Prosci, Technology and Innovation, Business Planning, Operational Processes

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