With over 18,000 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.

　　We are looking to hire a Business Program Manager to join our team.

　　Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

　　Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.

　　CSS takes great pride in our role in One Microsoft. We light up the end-to-end support experience across the company, serving as the thread of continuity in a customer’s support experience. With this responsibility comes great pride. We should each feel a sense of pride in embodying a culture of care, trust, and belonging that extends into the work we do and the lives we lead. This happens through experiences that help us be our healthiest, most balanced selves. When we feel connected and empowered, we can be our best for ourselves, our teammates, our customers, and the advocates of our delivery partners. The Connected Customer Support Experience (CCSE) organisation is a support business unit within CSS with a portfolio of complementary services. Our global, 300 solid team members have a passion for customers and are committed to supporting them during the moments that matter.

　　As the Business Program Manager, you will operate as the CCSE Listening Lead, responsible for defining CCSE wide listening strategies which include implementing and connecting effective listening channels across all our service delivery operations, pilots and experiments in order to provide a comprehensive and accurate view of our customer sentiment.

　　This role is flexible in that you can work up to 100% from home. 0-25% travel is expected in this role.

　　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.

　　Responsibilities

　　Strategy

　　• Advocate customer centric strategies for our service delivery engagement, working with teams across CCSE as well as our field stakeholders to ensure the voice of the customer is heard and reflected in CCSE roadmaps. Understanding the end-to-end customer support experience is essential to identify opportunities for improvement.

　　• Develop recommendations and business requirements needed to improve the CCSE experience for customers.

　　• Design and implement a CSS support feedback channel for Customer Success Account Manager (CSAM) and other internal delivery teams.

　　• Partner with the CCSE Global Delivery Service Delivery Managers (SDMs) to drive proactive delivery management focus from Delivery Partners and hold them accountable.

　　• Design and oversee implementation of feedback follow-up / closed loop strategies within CCSE.

　　• Review Customer Satisfaction (CSAT) and Customer Disatisfaction (DSAT) strategies on a quarterly basis for CCSE Lines of Business and update as required.

　　• Integrate listening strategies for experiments, pilots and new service launches.

　　• Use the NPS survey feedback to highlight SBU and other opportunities.

　　Delivery Performance

　　• Identify Customer Success Units (CSU) DSAT opportunities for CCSE and CSS delivery. Engage with the appropriate stakeholders to drive and monitor improvement plans.

　　• Deep dive DSAT Root Cause analysis. Engage with the CSU field teams to validate DSAT concerns in partnership with the Area Business Partners (ABPs). Provide detailed briefing decks for the CCSE Line of Business leadership teams.

　　• Run Delivery Partner meetings specifically related to Red or downward trending NPS scores at the Areas, Enterprise Operating Unit (EOU) and Subsidiary level.

　　• Work with CCSE SDMs to hold Delivery Partners accountable for measurable DSAT driven delivery improvements.

　　• Monitor Get to Green plan progress at a strategic level and hold Delivery Partners accountable for proactive, rather than reactive approaches to improvement.

　　Compliance

　　• Microsoft’s Trust Code reflects our culture and values, guides us to make ethical judgment, and shows how trust enables us to achieve our mission. The CCSE Compliance Lead collaborates with the global Compliance community with responsibilities for ensuring that communications are cascaded efficiently and effectively. In the current risk environment, it is vital that CCSE is proactive and remains diligent in managing and mitigating these risks.

　　Communications

　　• CCSE Leadership team communication updates. This includes risk/watch areas that need attention and strategy updates.

　　• Targeted CSU leadership communications on DSAT driven improvement initiatives via the CCSE Area Business Partners and Field Engagement.

　　• Cross CCSE and CSS Support listening themes to be shared with the CCSE Leadership Teams and CSS stakeholders.

　　Other

　　Embody our culture and values

　　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.

　　Ownership of customer loyalty or listening programs and associated change management which includes managing or leveraging a broad set of intelligent customer, market, and contentious listening systems to identify key trends and insights, prioritise initiatives, and support judgment making and execution.

　　Management of improvement programs.

　　Orchestration of strategic and complex business planning across multiple segments and audiences, including customer journey mapping.

　　Additional / Preferred Qualifications

　　Experience working with Public Sector entities.

　　Cultivates and maintains solid working relationships and partnerships, recognising the value of diverse opinions and respecting others'' unique characteristics and strengths.

　　Demonstrates self-motivation, proactivity, and the ability to influence and motivate others.

　　Efftective written and verbal communication skills.

　　Exhibits solid leadership skills, particularly with senior leaders and stakeholders.

　　Prioritises the customer and seeks to understand their desired outcomes, advocating on their behalf.

　　Acts with urgency and decisiveness, even in uncertain circumstances, and strives to bring clarity to complex situations.

　　Takes well-considered actions to achieve specific impacts.

　　Applies sound judgement during high-impact and urgent situations.

　　Has the ability to identify and develop underlying trends and patterns that are not immediately visible or necessarily associated, by connecting seemingly random data points.

　　Solid stakeholder and customer engagement, with solid storytelling skills.

　　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. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .