Job Description

Are you interested in playing a lead role in the AI-led support, digital transformation of Microsoft Customer and Partner Solutions (MCAPS) organizations internal help & support experiences? Are you passionate about solving critical business needs with technology and operational solutions, providing one-place-to-go (MCAPSHelp) for all internal help & support needs, shaping the future of deeply integrated AI-infused experiences across workspaces? Are you a customer-obsessed and user-obsessed leader, who can help transform legacy experiences and create stellar user value? Are you fascinated with building agile, streamlined and simplified solutions to enable businesses to quickly react or scale? Come join the Commercial Systems & Technology Team and be part of the journey to build world-class digital solutions, platforms, and AI-led experiences to drive multiplier effect on sales and customer success outcomes for one of largest corporations in the world!Commercial Systems & Technology (CST) team within the Engineering, Data, Operations & Tools (EDOT) organization is on a mission to empower every persona in MCAPS with digital capabilities to bring the best of Microsoft to their Customers. We are driving radical AI-led transformation of one of the most complex ecosystems of tools, platforms & experiences. At the same time, we are massively simplifying hundreds of tools built over the years to support various multi-billion MCAPS businesses and building new converged capabilities with agility to support the growing & evolving needs of those businesses. A core part of our mission is to leverage Microsoft products as a Customer Zero to drive this transformation and help our products become world-class!We are looking for a Business Management Leader who thinks strategically, works pragmatically, and enjoys delivering solutions enabling others to succeed. You will be the primary lead acting as a trusted partner to many MCAPS businesses and their internal operations teams who support and enable multi-billion-dollar revenue. In this role, you will be accountable for a portfolio of businesses enabling their internal support lifecycle enabling them to accelerate and leverage AI led help & support digital solutions. You will spearhead the alignment and strategic direction towards a vision of scaled, standardized and streamlined AI led help & support experiences, often focused on 1st party solutions and being Customer Zero, maximizing the art of the possible via AI and automation. Working closely with key stakeholders in your portfolio you will deeply understand their roadmap, support needs and translate these into requirements enabling onboarding onto standard, customized or customer-zero help experiences. You will oversee prioritization and act as the primary point of contact / escalation throughout, ensuring that solutions are adopted effectively and deliver tangible value to our customers.Microsofts 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:

• Lead the creation and execution of internal help & support solutions, aligning strategies, collaborating with partners, and ensuring compliance to optimize the company's operational flow and outcomes.
• Proactively maintain alignment to business plans that ensure timely prioritization, transparency and appropriate tradeoffs are made coordinating with partners, CST & EDOT counterparts, clearly communicating aligned outcomes.
• Set and support strategic direction to enable one-place-to-go for help & support executing in collaboration with leadership, ensuring alignment, setting standards, advocating for business cases, and establishing KPIs to achieve the organization's goals.
• Align business activities with the leader's vision, act as their proxy, influence strategic decisions, and drive organizational change by leveraging your expertise and insights.
• Orchestrate multiple strategic initiatives in partnership with stakeholders and leadership, fostering key relationships, providing insights, and aligning efforts to drive the organization's agenda forward.
• Lead cross-functional projects and strategic initiatives, ensuring clarity and coordinated execution to adapt to evolving business requirements and drive innovation.
• Utilize in-depth understanding of the MCAPS internal help & support landscape and formulate transformations yielding productivity and efficiencies, primarily leveraging technology, but also collaborating with leadership, procurement & finance to guide strategic capacity investments aligned with organizational objectives.
• Streamline executive communication by managing strategies, crafting messages, and ensuring alignment with business priorities to effectively convey the organization's vision and respond to critical situations.
• Ensure accountability and performance of the MCAPSHelp ecosystem across the organization, guiding strategic execution, and fostering stakeholder engagement to drive impactful business results and informed decision-making.
• Deliver measurable business results in a data-driven manner.
• Effectively communicate product roadmaps & plans, accruing progress towards business goals.
• Create a thriving organizational culture by managing a team through our Model, Coach, Care leadership principles.

Qualifications:Required/Minimum Qualifications

• Bachelor's Degree AND 10+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles

• OR equivalent experience.
• 10+ years experience delivering functional and technical requirements and delivering engineering solutions and products.

Additional or Preferred Qualifications

• Bachelor's Degree AND 10+ years of experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles

• OR Master's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 7+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles.
• Management experience, demonstrating the Model, Coach, Care principles.
• Deep business acumen in operations, Business Communications, Cross-team Communication, Executive Relationships
• Conflict Resolution and Simplification
• Collaborate effectively with senior leaders across organizations to manage stakeholders, drive alignment, and deliver impact.
• Experience across internal boundaries and good understanding in the technology landscape.
• Drive engineering execution and delivery across all the disciplines to deliver scenarios and features with very high quality and agility.
• Ability to communicate ideas effectively with leadership teams, as well as technical partners.
• Experience in analyzing data, deriving actionable insights to drive impactful decision making and solutions.
• Orientation to learn new areas and ability to adopt quickly to dynamic business conditions.

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. 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 .#EOjobs

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