Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
As a Director of Business Program Management, you will be responsible for driving operations and requirements for tools, systems, and processes across multiple integrated systems and teams. As part of the Customer Experience Architecture Programs team, you will work on programs like Intelligent Assignment, which is focused on delivering best-in-class processes and technology to quickly assign cases to the best available agent to improve customer satisfaction. You will accelerate your career growth by developing a deep understanding of our support operations including creating and maintaining system configurations, directly interface with lines of business to drive issues to resolution, drive cross organization collaboration, and deliver impact that result in an improved customer experience.
Qualifications:
Required/Minimum Qualifications
- Bachelor’s Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement,
- OR equivalent experience
- 5+years experience leading distributed projects virtually
- 5+ years of experience in defining, integrating, tracking, driving, leading, executing any of the following: performance metrics, roadmaps, standards, KPIs, such as quality, adoption, usage, impact.
Additional or Preferred Qualifications
- Organizational & interpersonal skills with emphasis on verbal/written communication, including the ability to understand complex information and relay in concise manner to stakeholders
Business Program Management IC6 – The typical base pay range for this role across the U.S. is USD $124,800 – $266,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $159,000 – $292,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
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.
Responsibilities:
- Oversees a portfolio of projects and day to day operational programs including the project plans, timelines, milestones, financial management, performance metrics, and/or resource needs for crucial programs.
- Identifies and scopes opportunities to develop new programs and improve current ones by performing research and analysis, driving consensus and clarity to prioritize key business goals, and identifying current program risks and mitigations.
- Develops operational processes and procedures, metrics, and measures for quality and operational health leading to continual improvement across people, process, and technology.
- Drives the identification and resolution of root problems (e.g., root-cause analysis), the definition of the program and operations strategy, gathers program and operations requirements, identifies resource needs, creates the project plan and targets, and works across teams to align on the plan of record from initiation to delivery.
- Establishes objectives and success criteria for the project in an inclusive collaborative manner with all stakeholders.
- Communicates the program and operations status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes.
- Provides thought leadership to produce collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.
- Acts as a subject matter expert to evangelize crucial programs to stakeholders, partners, and customers to gain buy in.
- Acts as subject matter expert to drive others to understand mapping or how systems work and impact one another.