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.
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The BPO Program Manager will perform Business Process Outsource (BPO) Program Management as assigned. This role requires the ability to plan and execute projects through strong analytical and project management skills. He/she will have full responsibility for deploying programs/projects that drive change to day-to-day operations at the outsource service provider. 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 a number of vendor operations located in Reno, Dublin, Singapore as well as in a range of off-shore locations in Asia and Europe that deliver a range of BPO services as part of our Global network of operational delivery centers.
A successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit exceptional organizational, communication, and negotiation skills, and have a strong customer focus.
Responsibilities
Data driven analysis of business performance and drivers of that performance
Management of projects to deliver business impact
Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor program management topics
Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics
Establishing a strategy of continuous risk management that enables proactive decisions and actions throughout the program life cycle
Change Management – engage with Service Delivery to ensure vendor readiness to support new program launches, changes to business rules, processes, and tools
Ensure SOPs are in place and executed consistent with global processes and best practices
Project manage implementation of new processes to production stage with vendors
Management of program budget in ensuring financial targets are met
Act as a trusted advisor to key stakeholders
Regularly communicate with Senior Leadership team discussing complex and difficult problems to drive to comprehensive solutions
Engage and contribute as part of a high performing team and support as the team delivers against individual, team and broader priorities
Support an environment of curiosity and learning that lead to higher impact and results
Essential qualities include:
Strong communication and influencing skills - person needs to be able to manage BPO delivery and expectations Strong business knowledge and ability to set clear expectations for Vendor based around 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
Very strong team player with excellent stakeholder management skills
Qualifications
Basic Qualifications:
Bachelor’s degree or equivalent work experience
Minimum of 5+ years of accumulated Program/Project Management with experience in outsourcing management
Microsoft Project expertise
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
MBA is a plus
BPO or ITO contract management and service delivery related experience
PMI or equivalent certification or background
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 at https://careers.microsoft.com/us/en/accommodationrequest .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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