Do you want to play a critical role in modernizing Customer Experience & Support to enable a differentiated experience for our customers?
This Senior Business Program Manager for Customer Success is a worldwide role that focuses on program execution and operational excellence, successfully delivering business outcomes through partnership across the Customer Success business, shared operations, and local field subsidiaries. This high-impact individual contributor role requires a results-oriented leader with a proven track record of exceptional program management and operational disciplines successfully delivered in a collaborative, highly matrixed global environment.
Responsibilities
Manage moderately-complex to complex business initiatives that are global in nature, understanding interdependencies between process, technology, and people needs
Influence, activate, and orchestrate across teams to build alignment and drive results, managing feedback/pain points from the field
Overlook end-to-end process for demand and capacity planning within the organization, as well as in the field
Build relationships and collaborate globally with stakeholders and partners to deliver outcomes across the global Support organization, ensuring shared understanding of progress and performance
Ensure that stated and unstated goals, business issues, concerns and priorities are surfaced and understood
Seek opportunities to bring about ongoing improvement and simplification in business operating procedures and practices leading to improved efficiency and effectiveness
Qualifications
7+ years of progressive experience in fast-paced program management and operational disciplines in support of a global ecosystem
10+ years of related experience in professional services, program management, business management, technology implementation, or related field
Proven ability to create effective relationships, listen, influence, and collaborate at all organizational levels
Ability to inspire confidence in senior leaders and motivate a global team’s members
Deep knowledge of Customer Success and/or Support, with existing knowledge of field operations and delivery capabilities a plus
Leading and managing with a can-do attitude through continual change and ambiguity; able to identify systemic approaches to solving problems
Excellent communication skills including high quality written communications and the ability to articulate complex information in a simple way
Outstanding cross-group collaboration skills and proven ability to partner across teams
Proactive, forward-thinking, and strategic, yet pragmatic and operationally savvy, with the ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions
Bachelor’s degree in business, finance, or related field preferred
Location: Can sit remote anywhere Worldwide; United States 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 at https://careers.microsoft.com/us/en/accommodationrequest .
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