Business Program Manager, Service Center Americas

Last updated 5 days ago
Location:Dallas, Texas, Fort Lauderdale, Florida, Houston, Texas, Miami, Florida, San Antonio, Texas, 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 Business Program Manager will need to work in close partnership with the Area Services Leadership Team who will support your Area knowledge ramp and who can help establish and build Area relationships.  This is an evolving role where we look to continually improve the operational value that we deliver to the business. You must be willing and able to join a team where change is the norm and understand that the BPM role will change over time requiring you to develop new skill sets and build on those you already have.

In the BPM role, you will report into the Time Zone Leader and are accountable to an Area and success will be determined and aligned to the success of and feedback from the Area business.  You will ensure to stay close to, and continue to understand, the outcomes our customer-facing organizations seek to achieve with our customers, including rationalization, prioritization and landing of current state processes and resources with future state goals.

Responsibilities

You will need to balance five priorities: 

  1. Integrating with Sales and Delivery rhythms, using an understanding of the Area business to deliver value add insights.
  2. Forecasting Premier Service operational support demand for the Area and planning delivery capacity to meet the need.
  3. Influencing existing delivery as well as future delivery plans through Area insights and needs.
  4. Being a key change leader as we, together with the Areas identify, develop and land new services.
  5. Support efforts to ensure our Business Process Outsourcing (BPO) delivery partner gets to and maintains Delivery Run Stabilization.


Key accountabilities (for your geographic area) include:

  • Execution of key business rhythms:  Building, leading, and attending rhythms with the appropriate audiences to provide and capture clear insights, accountabilities and actions that lead to consistent improvement of business operations and business success.
  • Accurately analyze service delivery: Forecast service delivery hours based on current and historical data and associated head count capacity management. Track and manage service delivery consumption hours.
  • Participation in design delivery Scrums for Global and Time Zone service operations providing subject matter expertise, prioritization, and business requirements insights.
  • Landing and adoption of services: Understanding the book of work (services and value provided), defining landing requirements based on area-specific requirements and making sure delivery teams are setup for success. Be able to understand pre-requisite landing activities, plan and execute proactively across a new service implementation lifecycle through to service maturity. Able to assess root cause analysis for challenges/roadblocks and leverage change management concepts to increase adoption.
  • Escalation management:  Review Area service delivery and work with the BPO to drive quality and improvement. Ensure Area escalations are managed efficiently and effectively by the internal and BPO Escalation Management teams.
  • Drive service improvements and provides input for new services: Create and nurture listening systems that provide insights on potential services improvements and business development opportunities, able to represent the value and business requirements for the improvements and prioritize against other opportunities.
  • Stakeholder management: Building a clear stakeholder map; actively building and nurturing trusted relationships and implementing listening system across the area and audiences.
  • Subject Matter Expert on operations for the Area: Understanding of internal operations teams and how Service Center interacts with them (Area Operations, external operational support functions, e.g., Rhythm of Connection (ROC) and
  • Global Pursuit Organization (GPO), Planning & Business Excellence etc.) and their accountabilities; using this knowledge to address operational questions and issues and redirect efficiently.
  • Owns Service Center communications and messaging to / from the Area, communication text translation abilities required for countries where English language is not the default.

Qualifications

The ideal candidate will have demonstrated the following:

  • 7+ years of program management/change management to lead and manage priorities and outcomes across a diverse set of audiences, roles, and priorities.  This role requires a 360-degree view of the Services business as well as understanding how we interact with other segments of the Microsoft business. Services Operations is a complex function and the ability to ramp and absorb large amounts of information quickly will be key to establishing yourself in role.
  • Ability to develop strong partnerships across Microsoft, aligning goals & driving focused direct and indirect results that deliver tangible impact by navigating ambiguous and multi-threaded organizations from a remote location.  A strong working relationship with the BEO Manager for the Area and/or subsidiary is a critical success factor.
  • Build accurate demand forecasts understanding inputs, seasonality, and judgement.
  • Proactive project management and coordination of activities associated with landing complex services.
  • Strong focus on change management principles to inform and influence change, leading to usage and successful adoption of the change.
  • Contribute to a team culture focused on learning and rapid iteration to deliver success – this includes scaling a design led thinking methodology across direct and indirect teams.
  • Driving effective communication themes and landing vehicles for enabling change.
    Willingness to understand our key services in depth to develop subject matter expertise in our operations.

Language Requirement: Must be bilingual English/Spanish - will be working with the LATAM area.

Location/Travel: You may be based anywhere in the United States or LATAM area.  You can expect to be travel less than 25%.

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.