Director of Critical Programs and Transformation

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 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.

As the Director of Critical Programs and Transformation, you'll be focused on our most critical CE&S Programs that will transform our organization and you will be accountable to design the criteria defining the programs deemed as the highest impact and lead a team that will have responsibility for driving beginning-to-end strategy for these programs or initiatives. You along with your team will ensure programs stay on strategy pulling in all necessary stakeholders across Microsoft to land the programs successfully. Your team will be accountable to track progress and succinctly articulate each programs’ progress to audience varying from our CE&S Leadership (Mala Anand and Directs), Sr. Leader stakeholders across both MCAPS and the Engineering Group within Microsoft. In addition, this role will be accountable to design the business executive communications related to all GCS Operations including any external facing executive communications.

Partnership across all areas of the business will be crucial. You will ensure our CE&S programs and initiatives align with our stakeholders building working relationship and successfully navigating across various teams toward execution.

We are looking for a well-rounded leader with a proven ability to navigate complex stakeholders across the company, and an ability to speak with leaders at all levels and influence through alignment. If you are energized by ambiguity, have an entrepreneurial spirit, able to work with empathy when under pressure, and operate with high confidence and interpersonal awareness, then this may be your next role.

Required Qualifications 

• Bachelor's Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement
  • OR equivalent experience.
• 6+ years management (e.g., people, project, process, vendor, change) experience.
• 6+ years of people management experience.

Preferred Qualifications

• 15+ years work experience in program management, process management, process improvement.
• Experience in the technology industry. 
• Demonstrated ability to collaborate and deliver results across organizations and teams with excellent interpersonal skills to build positive working relationships across groups and all management levels.
• Passion for driving and landing change
• Track record of cross-group collaboration and coordination at multiple levels of the company, and across different cultures within a global organization
• Proven success with relationship management including ability to rapidly build trust and confidence of stakeholders, as well as influence business decisions across boundaries, at all levels of the organization, and often in ambiguous situations
• Business maturity and experience working with senior leaders, with the ability to work independently
• Executive presence and high proficiency with written and verbal communication skills
• Global program orchestration and execution skills, with ability to manage and deliver multiple projects simultaneously
• Track record of creating order out of chaos and clarity out of confusion
• Ability to learn and synthesize complex topics and needs
• Attention to detail and accuracy in all deliverables 
• Ability to deliver tough messages diplomatically and quickly drive toward solutions to problems
• Proven ability to design and balance strategic priorities against operational needs
• Track record of leading through influence to deliver results
• Proven Organizational agility.

Business Program Management M6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 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 January 13, 2025.

#CES #GCS

• Coach M1’s and Develop High Performing Team: Lead / create a Thriving team of M1 managers and Business Program Managers (M1’s and IC’s) with career growth and development.
• Lead program improvements and growth, developing future strategies and engagement models to land our most critical initiatives including assessing and advising Leaders and Stakeholders on risks and mitigation.
• Identify areas to simplify, streamline and automate programs moving CE&S toward a truly transformational change
• Enable cross team collaboration through engagement
• Amplify the impact of programs through effective communication venues
• responsibility to develop a reporting and insights mechanism to share progress, report success metrics and adoption tracking with organization and stakeholders
• Weave data insights to inform decisions and drive change management leadership in everything we do