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Business Program Manager


Location: Sydney

Job Type: Full time


Why Microsoft

In SMC and Digital Sales, we have set out with the purpose to empower our customers through the unique value of the Microsoft cloud by building a globally-led, digital-first scale organization aligned with partners. Dedicated to one of the fastest growing customer segments, the Small, Medium, Corporate (SMC) and Digital Sales organization is committed to delivering the global digital scale engine for our business-- this is where you come in. As part of local subsidiaries or Digital Sales centers around the world, you will support a dedicated set of customers in identifying and achieving their business objectives through best-in-class digital engagement and partner co-selling. You will also have an opportunity to work cross-collaboratively while living our shared SMC and Digital Sales Culture priorities: Diverse and Inclusive, Wellbeing, Sustainability, Giving and Learning. If you have been described as customer obsessed and have a passion for digital-first solutions, we invite you to learn more about the SMC and Digital Sales organization and the value we deliver to our customers, partners, and one another, every day.

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. 


What skills do you need to have?

There will be many opportunities for you to learn and grow into this role and Microsoft.

Required Qualifications:

  • Associate's degree AND 1+ year(s) experience working with stakeholders in a project or program
  • OR Bachelor's Degree
  • OR equivalent experience.

Preferred Qualifications:

  • Customer service and demonstrated customer advocacy
  • Project management and problem-solving skills with ability to multi-task and prioritize across different priorities
  • Proven effectiveness collaborating and communicate effectively across groups
  • A self-starter able to deal with ambiguity
  • Strong written and verbal communication skills
  • General knowledge of the IT industry, with the capacity to learn and retain knowledge about individual products and business solutions quickly and accurately.
  • Able to adapt to rapid changes in technology and process.
  • Proactive positive outlook and approach to change management
  • Microsoft Office skills (Excel, PowerPoint, OneNote)


Team Culture and Support

Microsoft believes that by investing in our people and creating an inclusive environment, our team will do their best work. See our complete list of benefits and why we are recognised as an Endorsed Employer for Women by WORK180. Microsoft Benefits | WORK180 Endorsed Employer

Our mission is deeply inclusive. Inside Microsoft | Global Diversity and Inclusion at Microsoft

What next?

Even if you feel you may not meet 100% of the criteria, please apply. You may exceed your own expectations, or we may have another opportunity that suits your potential. While we’re not able to reach out directly to every applicant, we will always do our best to help you feel heard and supported throughout the experience.

In the meantime , please see our FAQs, Interview Tips and Accessibility Support for more information on our recruitment process.


The purpose of this role

The Billing and Support Azure Escalation team was established to provide extra support for customers who are experiencing billing and support challenges. In this role you will help triage issues and work across different internal teams to identify a successful path towards resolution in a timely fashion. You will engage directly with Customer Success Managers and end customers where applicable to keep them updated on the current status of their issue as well as any next steps. You will also work to analyze trends emerging and categorize and document with the goal of building a recommendation to remediate.  Core responsibilities include:


  • Triage open support cases based on criteria including days open, spend, and account profile
  • Build an escalation path for issues not getting resolved in a timely fashion
  • Act as a central liaison between Customer Service and Support, Global Finance, Engineering and other internal teams as applicable to drive for case resolution
  • Work cross-functionally to remove key blockers, streamline communications, and clarify decision points within active cases
  • Communicate key updates to our internal stakeholders
  • Triage high impact customer scenarios for proactive escalations
  • Identify opportunities to mitigate support issues through Customer Success team through improved customer experiences and communications
  • Work to aggregate and summarize common issues for executive reviews to drive corrective actions
  • Contribute to and/or lead on additional ad-hoc projects as business needs arise