Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

Sr. Business Program Managers on the Connected Customer Experience (CCE) - Enterprise Sales Strategy Execution (ESSE) team focuses on end-to-end, global go to market and sales enablement strategies in the Microsoft Support business. This role drives programs that align Microsoft Support into the Microsoft Commercial business, influence Support Offers/product strategies, provide voice of the customer, field, and sales in the support experience journey.

This role focuses on transformational programs to ensure we design and measure support performance and impact on the consumption of the Microsoft Cloud. Transformational programs may include testing new offers, identifying and solving for operational requirements, rethinking the support experience for customers, partners, or field roles as we adapt to new market conditions, customer buying behaviors, and field expectations.

In this role, you will have the opportunity to leverage your skills and past experiences to:

• Partner with technical teams, experience owners and stakeholders to drive innovation of connected experiences throughout the customer lifecycle and across dependencies/dependent teams.
  

• Provide direction on growing CCE innovation by designing and launching an approach for determining which ideas to build upon and scale.
  

• Take in new ideas and determine business value, complete the prioritization matrix, and assess the potential as a new experience.
  

• Orchestrate experience owners, engineering teams and citizen developers to quickly test and learn with the goal of scaling to core platforms.
  

• Track and communicate the progress and status of CCE Innovation and Agility ideas.
  

• Evolve the innovation process including an agile/rapid approach for determining which ideas to abandon, refine and/or scale.
  

• Leverage innovation practices to guide the automation of the innovation process including generating ideas, aggregating feedback, communicating with stakeholders, and deploying new ideas.

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.

• Experience in a customer and/or field facing role.
  

• Proven experience working across diverse stakeholders and engineering teams to generate and implement new ideas.
  

• Ability to create alignment across multiple organizations by collaborating with the field, operations, compliance, and engineering teams.
  

• Strong written and verbal communication skills
  

• Passionate about achieving results through influencing others, making timely decisions while considering needed trade-offs, negotiating conflicts, as needed

Preferred Qualifications:

• Customer Experience / Sales / Support / Global Field engagement will be a plus
  

• Location/Travel: You may be based anywhere in the United States. You can expect limited travel, 0 – 25%, contingent upon Covid-19 restrictions.

The salary for this role in the state of Colorado is between $129,800 and $194,800.

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.

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.