Business Program Manager, Delivery Design

Last updated 3 days ago
Location:United States
Job Type:Full Time

With over 12,000 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. This newly established organization reflects Microsoft’s ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customers’ expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention and growth. The CE&S organization is looking for people with a passion for delivering customer success to 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 that is rooted in our commitment to customer success.

The Delivery Design and Management Programs team is looking for a director level Delivery Design Lead to drive the design of Support Delivery Management and Customer Success orchestration activities to support the evolution Customer Success Account Manager role and delivery on Connected Customer Experience goals of Customer Success and Experience organization. This role will focus on building out the Delivery Activities needed to enable and drive support for Complex Customers scenarios from Global Customers, Public Sector Customers and other large Customer Scenarios to deliver on the Unified Support Offering and broader Customer Success mandates.


The core responsibilities for this role are as follows:

  • Drive the design process for Service Delivery Management functions to enable Complex Customer Scenarios as part of the Unified Support and Premier offerings.
  • Contribute and Partner with Delivery Design team members to build out the one Microsoft Account Orchestration framework and the Specific role the Customer Success Account Manager (CSAM) will play in that framework and the support roles like IM+ and CMET (Critical Situation Management & Escalation Team) will support this work.
  • Drive the creation of all relevant delivery guidance, process and tools requirements, job aides and readiness content to support the Delivery and execution of the Program.
  • Lead cross group virtual project team towards execution of program goals and creation of deliverables.
  • Deliver program and project deliverables aligned to PMO requirements and deadlines.
  • Establish program charter, timelines, and stakeholder map for programs you are managing.


  • 7+ years’ Experience working in Support Services and/or delivery, having a strong understanding of account aligned delivery. Deep understanding of Microsoft Support businesses and the roles of Customer Success Account Manager(CSAM), Service Center, Customer Engineer and Customer Service and Support in executing this service. Demonstrated understanding of the business models and value drivers for both Microsoft and our customers.
  • Hands-on experience with current Premier and Unifed Support delivery processes as well as the and the new Microsoft Unified Support offerings portfolio. A plus if experience was obtained working with customers as a Technical Account Managers or Delivery leader on Global or Public Sector Customers.
  • Experience in driving change programs and dealing with change management (e.g. Prosci) and Project Management Methodologies (ie. PMI and/or PRINCE2) a plus.
  • Experience working across geographies and an understanding of how to drive complex projects utilizing global virtual teams and engaging key area leaders in emerging and mature markets.
  • Effectively collaborate with senior leaders in Account Team Units, Security Technology Unit, Customer Service and Support and Engineering in addition to field-based Global Sales Marketing and Operations leaders and establish strong working relationships and rhythms in a matrixed environment.
  • Strong communication skills to effectively drive recommendations and land priorities across senior executives, and across organizational boundaries.
  • Ability to resolve ambiguity or conflict situations to bring global teams and business groups into alignment.
  • Strong analytical skills, combined with a strategic orientation, as well as an aptitude for solving complex business problems are also critical for success in this role.
  • This role does not require relocation. Worldwide field travel maybe required.

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.