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Microsoft Corporation Business Program Manager in Cambridge, Massachusetts

Business Program Manager, Services Business Operations (SBO) – Sales Operating Group

Do you want to play key role in modernizing the Microsoft Services business?

This high-impact individual contributor role requires a collaborative leader with proven experience in business capability design (i.e., people/process/tool) and change management, coupled with the ability to influence successfully in a highly matrixed environment. You will simplify, modernize and globalize the Services operating ecosystem in alignment with stakeholder priorities and measures of success. If you have the proven ability to mobilize lasting change across organizational and geographic boundaries for maximum impact, then please then read on…

Responsibilities

In this role, you will be accountable for leading, managing and delivering strategic initiatives that drive positive impact on Lead-to-Order (L2O) capabilities to improve Services’ ability to sell consulting and support engagements. You will work in close partnership with teams within SBO as well as stakeholders across Services including Sales, Global Pursuit, and Domains. You will also be responsible for driving continuous improvements in productivity, efficiency, quality, speed and cost across the Services business architecture. Specifically, you will:

  • Lead Workstreams: Manage moderately-complex to complex business initiatives that span one or multiple lines of business, understanding interdependencies between process, technology and people needs.

  • Design and enhance current and future-state business processes

  • Manage customer feedback/pain points from field

  • Manage capability roadmap, prioritization and trade-off

  • Design and document business scenarios and requirements to meet business objectives inclusive of data centric design in a secure, private and compliant manner

  • Document data lineage, build capabilities to proactively recognize and report out data quality needs

  • Influence, activate and orchestrate across teams to build alignment and drive result

  • Envision, design and optimize end-to-end customer experience based on the business priorities

  • Listen to the voice of the customer through all applicable channels

  • Contribute and influence change management

  • Define business objectives and capability success criteria including metrics & KPIs

  • Sign off on scope, design, solution releases, experience, research

  • Provide Tier-4 Support for Process, Capabilities and Data

  • Steward the design lifecycle, partnering across teams to manage risks, issues, actions, escalations, stakeholder alignment, schedules, deliverables, and engineering partnerships while maintaining legal, policy and compliance requirements

  • Leverage real-world understanding of business performance, “voice of customer”, and associated data to generate insights (incl. regional variations, current maturity, adoption levels, and pain points)

  • Assess new stakeholder asks to determine business case, scope and priority alignment

  • Define business performance metrics and measure attainment to drive decision making and guide process optimization needs

  • Partner within Sales Operating Group (OG) and other SBO OGs to ensure alignment and effective management of dependencies

  • Engage with Business Stakeholders : Build relationships and collaborate globally with stakeholders and partners to deliver outcomes across the global Microsoft Services organization, ensuring shared understanding of progress and performance. Ensure that stated and unstated goals, business issues, concerns and priorities are surfaced and understood. Influence, activate and orchestrate across teams to build alignment and drive results.

  • Leverage Frameworks and Standards : Leverage and ensure consistent application of our established Accountability Model for program and project delivery, adhering to all process engineering standards and methodologies

  • Deliver Results : This is an awesome opportunity with a great group of people. You will have all our support and partnership, but expectations are high and we’re looking for measurable business results delivered through collaboration, resourcefulness and accountability.

Qualifications

Qualifications:

  • 3+ Years of experience leading complex process, capability and/or data implementation efforts

  • 5+ Years of experience in program management

  • Expereince in Project Program & Process management using any form(s) of Agile methodologies (e.g. Scrum, Kanban, etc)

  • Proven track record of designing solutions

  • Strong communicator

  • Proficient in handling complex strategies

  • High business and/or data acumen

  • Iterative customer engagement

  • Process Engineering methodology

  • Able to collaborate with and influence a range of stakeholders across business and technology

  • Flexible and comfortable in ambiguity

  • Optimistic in the face of change

  • Poised under pressure

  • Big picture oriented

  • Customer Obsession/Value driven

  • Professional Services/Consulting Experience preferred

  • Experience in developing and deploying large enterprise solutions

Location/Travel: Preferred location is in Issaquah, WA, near Microsoft HQ. Would consider someone in the United States, near an international airport. Limited travel can be expected (0-20%).

Who we are

In Microsoft Business Excellence & Operations (BEO) , our goal is to power One Services through a common operating model that simplifies and improves customer and employee experiences. Our team drives a broad range of shared services functions that include Operations, Data and Business Intelligence, Role Excellence, Business Solutions & Tools, and Readiness for Microsoft Services.

Microsoft Services

Microsoft Services consists of 16,000 professionals worldwide, dedicated to empowering every person and every organization on the planet to achieve more. We help companies realize the possibilities in a world where cloud and artificial intelligence can transform businesses and industries. For more information, visit www.microsoft.com/Services .

Join us and be one who empowers billions! That’s incredible reach . When you combine that with your own inspiration , plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com .

Benefits/perks may vary depending on the nature of your employment with Microsoft and the country where you work.

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