Business Program Manager - Digital Customer Success

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're looking for an experienced Business Program Manager - Digital Customer Success to join the Digital Customer Success Unit on their mission to provide intelligent digital experiences that enable success across our internal teams, customers, and partners. This product leader will be responsible for creating and delivering agile digital solutions that bridge the gaps between customer and partner needs and business outcomes. This role requires a customer-centric mindset, a data-driven approach, and a collaborative spirit to work with various stakeholders across the... organization. The focus areas for this role are: Bridge Gaps: Identify and address customer and partner experience gaps through agile digital solutions, accelerating business and customer outcomes. Customer Lens: Enable digital experiences that are aligned with customer needs, business priorities, and CSAM goals, and that optimize the value realization of digital capabilities. Hyper Focus: Develop and test 1-2 prioritized digital customer experiences per quarter, from ideation and design through to production PoC, in partnership with E&O Commercial Systems Technology [CST] and CSBI Data Science. Get to Scale: Land and expand each prioritized digital solution across solution areas, customer segments, and regions to magnify impact. This role is flexible in that you can work up to 100% from home. 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. Qualifications Required/Minimum Qualifications: ? Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years experience in program management, process management, process improvement or software development ? OR equivalent experience. ? 3+ years of experience with using data, analytics, and/or metrics. Additional or Preferred Qualifications: ? Experience with end-user facing products and services, focus on UX. ? Experience with data analysis experience with Excel, PowerBI, SQR, R, Python/Pandas, or other tools. ? Experience in building large scale solutions. ? Project management, leadership, and cross-group collaboration skills. ? Proficient written and verbal communication/presentation skills through all levels of organization, technical and non-technical. ? Analytical aptitude and track record of problem solving and ability to think strategically. ? Experience with A/B testing is a plus. Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $115,000 - $200,300 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 $146,200 - $219,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: Microsoft will accept applications for the role until July 25, 2024 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 Partnership and Collaboration ? With appropriate guidance, builds cross-team coordination and community of business and engineers to address challenges and opportunities in the areas of business and technology integrations, and to deliver technical solutions. ? With appropriate guidance, garners support with internal stakeholders for solution vision, strategy, and roadmap to gain buy in and alignment. With appropriate guidance, engages with stakeholders to clarify requirements for a solution, work through evolving needs and experiences, discuss scenarios, and communicate successful features and user stories. With appropriate guidance, begins to advocate and solicits input from others regarding priorities, deliverables, resources, and dependencies to deliver expected outcomes. Solution Definition and Design ? With appropriate guidance, supports the vision, strategy, and experience of a solution area for a domain area (e.g., hiring). With appropriate guidance, aligns technical solutions with overall business strategic objectives. ? With appropriate guidance, understands and translates the opportunity areas and problem statements into business requirements for the all engineering teams working on the solution. Helps to translate the customer requirements to technical terms for the engineering team. ? With appropriate guidance, partners with Engineering Teams to design roadmap(s) for solution area(s) and develop technical solutions. Assists in understanding and incorporating technical and business needs to the development of roadmap for solution area(s). With appropriate guidance, defines the features and functionality of the solution areas for internal Microsoft products and tools, and/or configures the design features of a solution. ? With appropriate guidance, understands and prioritizes problems and solution areas. Helps identify transformational opportunities, privacy, compliance, or employment experiences that will support achievement of business goals. Collaborates with internal stakeholders and customers to help validate priorities and support prioritization decisions to deliver solutions in a timely manner. ? With appropriate guidance, defines success criteria and performance metrics for a solution. Understands operational and key performance indicators (KPIs), objectives and key results (OKRs), and success measures (e.g., adoption percentage, engagement) for improving solutions. Solution Delivery and Maintenance ? Partners with the Engineering Team to deliver solution areas and minimize variance between estimates and actual project outcomes. With appropriate guidance, seeks ways to leverage technical solutions across multiple customers. ? With appropriate guidance, conducts user acceptance testing and/or focus groups to determine the end-user experience and needs. Helps mature the solution after the solution is live by addressing customer concerns with thought leadership that may result in new intake. ? With appropriate guidance, utilizes success metrics to evaluate the performance of the technical solution. With appropriate guidance, engages in customer support to gather feedback by reviewing Voice of Customers (VoC) tools that informs performance of the solution. ? With appropriate guidance, develops a pathway to resolve any issues. ? With appropriate guidance, evaluates the performance of the technical solutions in achieving the overall business strategic objectives. Thought Leadership ? Demonstrates an expertise in technology landscape and business operations to ensure technical and business solutions are congruent and connected to provide the right business value. Stays up to date with existing and emerging technologies. ? Supports providing trusted voice at the decision-making table for both business and technical teams. With appropriate guidance, identifies challenges and opportunities with an in-depth understanding of the business, technology, and solution delivery. ? With appropriate guidance, prepares business users for change due to implementation of new technical solutions. ? With appropriate guidance, implements and monitors changes/adoptions. With appropriate guidance, partners across teams to engage and prepare internal audiences and evaluates results of the changes/adoptions. ? With appropriate guidance, facilitates information sharing of change through various tools and employee platforms. Portfolio/Project Management ? Assists in tracking, coordinating, and communicating end-to-end project schedules for solution area(s). ? Assists in holding stakeholders accountable for following the schedule. ? Assists in tracking work, dependencies, and resources against project schedules to enable cohesive, connected user scenarios and utilizes finite resources to accomplish goals. Additional Responsibilities ? Understand current user needs and gaps by conducting qualitative and quantitative analysis. ? Proactively identify and manage scenario backlog, including ensuring partner dependencies are delivered in a timely fashion. ? Partner with the developer team on performance, trade-offs, engineering challenges, and prioritization. ? Define and drive A/B experimentation plans that ensure statistically meaningful conclusions are reached. ? Partner with key internal and external partners to develop joint product plans, gather feedback, manage dependencies, and ensure customer success. ? Keep pace with emerging standards in your feature area, and leverage learnings to improve our future product roadmap across desktop, mobile, and app categories. ? Own your feature backlog with clarity, urgency, and accountability. ? Actively drive and present product plans and reviews, demos, and competitive analyses with the team, partners, and executive leadership. Other Responsibilties: ? Embody our culture and values

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