With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Business Strategy & Programs (BS&P) organization empowers Microsoft to deliver transformative customer and partner experiences through planning, co-creating, executing, and driving adoption of our Connected Customer Experience (CCE) strategy. Join us today to be at the forefront of Customer Experience (CX) strategy and innovation at Microsoft!
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.
A new global team within Customer Experience and Success (CE&S) has been created to confirm understanding of our highest impact Customer Experience opportunities, ensure value is maximized by driving aligned executive sponsorship, data-driven prioritization and execution excellence to deliver on the critical few experience improvements that will result in the highest Return on investment (ROI) across Regions (North America, Latam, EMEA and Asia) and prioritized Segments (Enterprise/Strategic, Majors, Partner, Small and Medium Business , Digital Natives).
The Senior Business Excellence Program Manager role is an individual contributor role in the Customer Experience & Success organization, focused on creating and driving operational excellence across our global organization.
Qualifications:
Required/Minimum Qualifications
- Bachelor’s Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement
- OR equivalent experience.
- 6+ years creating and drive operational excellence in a global organization focused on the rhythm of the business
- 6+ years of experience in defining, integrating, tracking, driving, leading, executing any of the following: customer experience programs and initiatives, performance metrics, roadmaps, standards, KPIs, such as quality, adoption, usage, impact.
Additional or Preferred Qualifications
- Customer obsessed, with excellent interpersonal skills
- Ability to impact and influence business decisions across boundaries, often in ambiguous situations.
- Communication skills that can provide clarity to audiences that include employees, peers, and executive leaders.
- Experience leading complex projects on time with great organizational skills in a matrixed environment.
- Experience with and understanding of Corporate, Employee & Legal Affairs, sales, marketing, support, and services (and associated processes) is a plus, as is working knowledge of sales / field roles and practices.
- Highly self-driven, self directed and with an ability to work very independently.
Business Program Management IC5 – The typical base pay range for this role across the U.S. is USD $112,200 – $194,800 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 $142,200 – $213,200 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:
In this role, you will:
• Build and own key processes and programs to enable the Global Customer Experience Engagement team
• Lead the defining and tracking of success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as quality, adoption, usage, impact, and effectiveness for the critical customer experience opportunities and programs
• Define, integrate, and execute the rhythm of the business ( ROB) for the Global Customer Experience Engagement organization, ensuring collaboration across CE&S and Microsoft Customer and Partner Solutions (MCAPS)
• Drive operational & business excellence to prevent, mitigate & unblock regional CX issues
• Drive consistency in Roadmap planning for the biggest CX opportunities we have globally