Business Program Management Specialist

With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty. Within GCS, the Business Applications solution area enables customer success for Dynamics 365, Power Platform, Copilot, and CCaaS solutions.

Performs program landscape research and analysis. Identifies and scopes opportunities to develop new programs and improve current ones impacting the global Business Applications Unified Customer Engagement business. Leads the definition and tracking of success criteria and performance metrics. Shares best practices to define and execute on landing and communication plans, such as the target audience(s) and communication strategy on a global scale. Shares expertise to evangelize highly complex, global programs to stakeholders, partners, and customers to gain alignment and buy in. Leads a portfolio of projects, including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for highly complex, global programs. Provides insight to lead others to understand mapping or how people, process, technology, and systems work and impact one another. Provides insight to cost-benefit analyses to examine performance to value drivers. Provides insight to collect and evaluates success criteria and performance metrics. Utilizes direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly.

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.

Required Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND years of work experience in program management, process management, process improvement OR equivalent experience.
• Familiarity with Business Applications solutions, usage excellence motions, and customer engagement business metrics.
• Business-level fluency in English.
• Flexibility to work across time zones to support a global team.

• To stay competitive, you will perform program landscape analysis and examine business trends, while contributing to programs impacting the broader unit. You’ll also identify opportunities to develop and improve programs, and lead program strategy definition and project plan creation.
• You will lead others who work with cross-functional stakeholders to design highly complex programs from initiation to delivery. You’ll also lead the definition and tracking of success criteria and performance metrics.
• You will share best practices to define and execute on a landing and communication plan, leading the rhythm of business during execution. You’ll share your expertise to promote the program and gain buy-in from  cross-organizational stakeholders, partners, and customers.   You will lead and contribute to monthly business reviews (MBR), regularly assessing what is working and what needs improvement, and implementing necessary changes.
• You will collect and evaluate success criteria and performance metrics (OKRs, KPIs, BACV, UECR-BA, customer feedback) using scorecards and dashboards to monitor complex programs. You will synthesizes data analytics to identify program risks, mitigation plans, and opportunities for optimization. You will advocate for new initiatives and influences behavior change and define vision and strategy for change, ensuring buy-in, and lead training and reskilling in partnership with HR.
• As you lead a portfolio of projects, you’ll communicate the program status and risk to stakeholders and hold them accountable to following the schedule. You’ll also lead cross-team collaboration to ensure program processes are executed efficiently.
• You will provide insights to cost-benefit analyses and the evaluation of success metrics, while leading the synthesis of data analytics to derive insights and identify risks and opportunities. You’ll also lead and influence change management processes in the organization.