Business Program Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. Spanning 52 global locations. Apps & Infrastructure is the largest group in CSS providing Microsoft's commercial customers with timely technical expertise that addresses their business-critical challenges when they need us most. We partner with our customers to advance global, cross-cloud solutions that enable their people and empower the world.

As a Sr. Business Program Manager on the CSS Apps & Infrastructure Business Operations and Priority Programs team, you will join a team that engages our senior leaders and managers in landing and adopting our most critical strategies delivering efficiency and quality improvements through the adoption of new and improved processes, systems, and tooling strategic initiatives. You will have the opportunity to be a lead BPM for new changes approved through CSS governance, and as your "anchor" portfolio responsibility, you will take a lead in orchestrating a robust Global Community Enablement and Engagement Framework designed to drive change adoption, strategy activation, and an intentional listening system, effectively connecting our leadership team, senior leaders across our LOBs and regions, and select site activation teams or squads at hub sites around the globe.

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.

• Working in partnership with program teams executing on efficiency priorities (ie: in H2 our focus will be on OpEx Process Optimization Fundamentals, Transfers v2 improvements, Collabs, and select "AI Top6 " experiments ready to scale), you will build change adoption strategies and collaborate with cross-functional teams to build activation kits to support managers in landing change.
• You will collaborate with multiple stakeholders within and outside the organization, such as the M2s and M3s, first level managers, Change Managers and Communications Leads, Supportability Program Managers, and others who are involved in rolling out OpEx and AI Innovation top priorities with our global manager community.
• You will share best practices to define and execute on a landing and communication plan, such as the target audience(s) and communication strategy, and collaborate with our communications team to execute a rhythm of communications that builds awareness, excitement, and community across our network of senior leaders and managers, balancing operational excellence standards with strategic thinking to ensure strategies are landing as intended to drive readiness, adoption and a positive employee experience.
• You will provide programmatic direction and day-to-day management for deliverables including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for highly complex programs. You may directly manage or provide dotted line oversight to assigned vendor BPMs, providing programming guidance and day-to-day direction for tactical execution expectations along with the creation and management of programmatic ROBs and workback schedules
• You will manage an annual discretionary budget dedicated to Change Activation within regions and at HUB sites around the globe, taking the lead to estimate and track the budget and cost of the "mixers" and SWAG supporting the quarterly activation events, ensuring the org remains within budget while maximizing resources.
• Leverage your expertise of stakeholders to execute tasks, as well as manage and refine expectations and priorities. You'll also identify opportunities to enhance employee change adoption experiences, as well as anticipate and respond to factors to uphold our culture.

Required/minimum qualifications

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

Additional or preferred qualifications

• Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR equivalent experience.
• Proficient in PowerPoint, basic SharePoint site creation and editing, Excel, and Project management tools such as Pathfinder.
• Demonstrated ability to synthesize the complex - able to take multiple, complicated, disparate inputstransform it into simple, clear, succinct actions and initiatives.
• High capacity for multitasking, context switching, able to manage multiple, high-stakes projects simultaneously under deadline constraints.

Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.