Business Program Manager

Last updated 17 days ago
Location:Reno, Nevada
Job Type:Full Time

Microsoft BPO Operations is responsible for the contracting, performance management, and continuous improvement execution activities for all outsourced global service providers supporting a wide range of business units within Microsoft Business Operations. Our Mission is to be trusted advisors who anticipate and operationally execute on BPO agreements and opportunities delivering value to both Microsoft and our Customers.

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations - and the value we deliver across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work.

We make doing business with Microsoft easy.

The Business Program Manager will be accountable for delivery of Business Process Outsource (BPO) services and processes within one of our Microsoft Business Operations programs, as well as vendor performance of BPO services allocated to this role. He/she will have responsibility for deploying and managing the day-to-day operations, ensuring business continuity in and recovery of business processes in the event of a disaster or failure at the outsource service provider and site. He/she will be accountable for the successful implementation of initiatives, programs and changes. This includes responsibility for ensuring customer satisfaction is not compromised and that cost/benefit impacts are carefully evaluated. The role is located in Reno, NV and will work directly with site operations located in Reno.

A successful candidate should be comfortable working within matrix-driven multinational organization, exhibit exceptional organizational, communication, and negotiation skills, and have a strong customer focus.

Responsibilities

  • Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor contract management topics
  • Ensure SOPs are in place and executed consistent with global processes and best practices
  • Project manage implementation of new processes to production stage at site
  • Plan and manage business contingency strategies with major focus on critical areas of the business
  • Keep the contingency plan in “ready” mode so rapid action can be taken for loss mitigation and asset protection in the event of any disruption
  • Conduct periodic reviews of existing business continuity plans, make necessary suggestions and recommendations to management.
  • Act as a trusted advisor to key stakeholders
  • Regularly communicate with Senior Leadership team discussing complex and difficult problems to drive to comprehensive solutions

Qualifications

Essential qualities include:

  • Strong communication and influencing skills - person needs to be able to manage BPO business disruption events business knowledge and ability to set clear expectations for Vendor and site based business outcomes within a global multi-site operation
  • Proven experience of influencing other organizations where their support is critical to success
  • Ability to work across groups managing individuals both directly and indirectly to achieve a common goal
  • A good understanding of change management, the importance of it, approaches, key tasks and timelines
  • Track record of driving successful changes and raising the performance bar
  • Ability to thrive in a fast-paced multinational environment working across multiple lines of business
  • Strong team player with excellent stakeholder management skills
  • Experience working with IT and facilities on site actions and remediation efforts

Basic Qualifications:

  • Bachelor’s degree or equivalent work experience
  • 1+ years of accumulated experience working with outsourcing services supporting a global delivery of business solutions

Preferred Qualifications:

  • Strong project/program management skills
  • Excellent verbal and written communications skills
  • Able to work across cultures effectively, valuing diversity within virtual team. Working knowledge of international business practices
  • Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products
  • Experience working with IT and facilities on site actions and remediation efforts

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.