Job Description

Are you interested in playing a lead role in the AI-led support, digital transformation of Microsoft Customer and Partner Solutions (MCAPS) organization's 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 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 Program Manager who thrives in an environment of operational agility, works pragmatically, and enjoys delivering solutions enabling others to succeed. You will be the primary lead enabling tenants of the MCAPSHelp platform to maximize the value of current and future capabilities, partnering with internal operations teams who support and enable multi-billion-dollar revenue. In this role, you will be accountable for a catalog of AI led support offerings, configuring these to enable each business need, while maintaining a streamlined, secure and scalable culture, so that we can build AI/digital enhancements that may be deployed to optimize for many tenants for maximum impact. You will play a key role in the use of 1st party solutions and being customer Zero, maximizing the art of the possible via AI and automation. Working closely with onboarding teams, tenants and operational teams you will drive best practices that enable the efficient translation of requirements onto standard, customized or customer-zero help experiences, oversee testing and quality-controlled release to production.

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
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• Conduct program landscape research and analysis, identifying and scoping new and existing program opportunities, and strategizing to improve operations and resolve complex issues through simplification and root-cause analysis.
• Work with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design compliant, complex programs from initiation to delivery with minimal coaching. Produces collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.
• Defines and tracks the success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as quality, adoption, usage, impact, effectiveness) for the program.
• Define and execute communication plans, leading the rhythm of business, collaborating across teams to meet program requirements, and using data to evangelize and demonstrate the program's value.
• Manage a portfolio of complex programs, ensuring rigorous execution, efficient cross-team collaboration, and effective communication of program status, risks, and process changes to stakeholders.
• Conduct cost-benefit / value analyses and regular reviews for program evaluation, and will utilize data and leadership strategy to drive change and optimize program performance and alignment with business objectives.
• Lead product quality and support readiness for feature releases, develop training content, and influence migration strategies. Additionally, lead user testing for new features, and collaborate on complex integrations to support customer integrations and solutions.
• Create a thriving organizational culture by managing a team through our Model, Coach, Care leadership principles.

Qualifications
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Required/Minimum Qualifications • Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years' work experience in program management, process management, process improvement
+ OR equivalent experience.

Additional or Preferred Qualifications • Bachelor's Degree in Business, Operations, Finance or related field AND 8+ years' work experience in program management, process management, process improvement
+ OR 8+ years experience delivering functional and technical requirements and delivering engineering solutions and products.
• Demonstrated business acumen in operations, Business Communications, Cross-team Communication, Relationship Conflict Resolution and Simplification.
• Collaborate effectively with operations teams across organizations to manage stakeholders, drive alignment, and deliver impact.
• Experience across internal boundaries and good understanding in the technology landscape.
• Drive engineering accountability and delivery across all the disciplines to deliver scenarios and features with very high quality and agility.
• Ability to communicate ideas effectively with operations teams, as well as technical partners.
• Experience in analyzing data, deriving actionable insights to drive impactful decission making and solutions.
• Orientation to learn new areas and ability to adopt quickly to dynamic business conditions.



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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.