Business Program Manager, Global Operations and Shared Technologies

Last updated 7 days ago
Location:Atlanta, Georgia, Charlotte, North Carolina, Chicago, Illinois, Irving, Texas, United States
Job Type:Full Time

The Tools Program Management team seeks a highly motivated Business Program Manager who will drive Global Operations and Shared Technology efforts to digitally transform our customer experiences in support. We seek to define and set the standard for Modern Support, achieving world-class and industry-defining initiatives. In this role, you will ensure that our strategic delivery and operational tools enable a broad support transformation with a digital business at its core.

We need someone with solid program management skills and a successful track record of timely project delivery. You must be able to perform in a fast-paced environment and collaborate with a variety of stakeholders, including, but not limited to, engineers, support agents, SLTs, and the alike. If you want to use your organizational skills, operational knowledge, and program management capabilities as a way to empower others to achieve more, we want to talk to you!

About the Organization:

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft 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 customer 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, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.


  • Leverage and influence the CE&S Digital Transformation strategy and deliver high quality transformation plans and solutions on behalf of stakeholders
  • Assess and manage our support-related technology imperatives, goals and challenges
  • Analyze and document the end to end user (support advocate and engineer) technology experiences to optimize their day to day operations
  • Use data-driven approaches to identify issues that erode user experience and satisfaction, and partner to form business solutions using agile methodologies
  • Work extensively cross-group with business, engineering, and stakeholder teams to facilitate projects and perform requirements gathering.
  • Serve as a constant champion of the user experience with our development and business partners
  • Investigate new requests for tools and features, assessing initial scope to help with prioritization of requests that come through our intake process
  • Manage the weekly ingestion process and ingestion file/changes/configurations needed to support the implementation of new or improved experiences
  • Participate in Release Management cadence and drive adoption of tools and features
  • Execute measurable business value realization plans through oversight, tracking and reporting
  • Drive quality outcomes through effective governance
  • Assess technology partners’ portfolios and maintain alignment to unified CE&S Digital Transformation programs


  • 3+ years of business experience; self-motivated, confident working across teams within a matrixed organization
  • Demonstrated hands-on experience in technology design and enterprise software
  • Demonstrated ability to document and communicate strategies that enable digital transformation
  • In-depth understanding of customer/user VoC and requirements gathering methods in a service & / or support group.
  • Ability to define strategy and execute operational tactics to create end to end solutions
  • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
  • Proficiency working effectively in complex and ambiguous environments
  • Immense passion with a positive attitude
  • Experience with configuration of tools
  • BA/BS in a technology or business field such as: program/project management, business process, economics, business operations or equivalent experience required
  • Experience working with, or influencing, Engineering teams preferred

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.