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.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

We are looking for a Senior Program Manager - Enterprise Support Business who will have significant impact in getting new offers to market with pace for the Enterprise Support Business. This role will be instrumental in assessing and defining options to leverage existing capabilities to get new offers enabled in the Support sales and delivery ecosystems. This role partners closely with the CE&S Offers/GTM team as a key stakeholder as well as other internal partners involved in defining options.

If you are an innovative thinker, enjoy solving challenging problems, and lead with customer obsession then keep reading…

Location/Travel: This opportunity is aligned to employees located in the United States. Typically, Routine travel is expected to be minimal.

Work Hours: This opportunity requires collaboration with worldwide stakeholders, working flexible business hours to connect with global stakeholders will be required to perform duties as outlined. Schedules will be flexible to support work-life balance and specific project/program needs.

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

In this role, you will be accountable for reviewing and creating designs to get offers to market at pace and managing the enablement and monitoring of issues that need to be accounted for in future assessments.

• Develop GTM options:
• Partner with a cross org team to assess offers and create options to get support offers into market. This includes associated risks, timing, dependencies and representing options with stakeholders, in partnership with the Business Architects, to make decisions on best path forward.
• Establish guiding principles for the Offers/GTM team to leverage to better understand how to set up an offer with a fast path to market.
  
  

Ensure Committed Roadmap For Manual Options

• If an offer is enabled with a manual process, create a plan for automation with committed dates in partnership with Business Architects and engineering to shore up the manual process within a reasonable timeframe in order to reduce the overall impact.
  
  

Special Projects

• As time permits, lead special projects to further streamline our processes for all critical capabilities to enable offers.
  
  

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement
• OR equivalent experience.
  

Additional Or Preferred Qualifications

• Demonstrates focus on customer obsession and value-driven outcomes.
• Exhibits a proactive drive for action and results.
• Proven ability to collaborate effectively across various organizations.
• Possesses communication and influencing skills.
• Adaptable and comfortable working in ambiguous situations.
• Maintains an optimistic attitude in the face of change.
• Has a solid track record of problem-solving and analytical skills.
• Effectively works across cultures, valuing diversity within virtual teams.
  
  

Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $115,000 - $200,300 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 $146,200 - $219,200 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 Aug 2, 2024

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.