MsEDS Program Manager

Microsoft Enterprise Direct Services, within Microsoft Business Operations, provides direct and centralized operations services for Direct Enterprise Agreement customers to transact with Microsoft. We are accountable to design and executing transactional services across the Enterprise customer lifecycle. We pursue process efficiency, timeliness, quality, and compliance, all while prioritizing customer experience. We are looking for team members to join our team to focus on delivering an exceptional customer experience with deep expertise in Contracting, Order Management, Billing and Supplier Management and Customer Relationship experience.

Position Description:

We are looking for a program manager to join our team and drive the planning, execution, and optimization of our strategic programs. You will be responsible for overseeing the entire program lifecycle, from design to execution, ensuring that the program objectives, scope, schedule, quality, and benefits are aligned with the organizational goals and stakeholder expectations. You will also be responsible for driving continuous improvement and change management across the program, identifying and resolving issues, risks, and dependencies, and ensuring effective communication and collaboration among the program team and stakeholders.

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. 

Business Program Planning and Design          

• Performs program landscape research and analysis, forecasting, and examines business trends (e.g., customer feedback and expectations) to identify audience size and program scope, and stay current, agile, and competitive. Understands overall business goals, objectives, and strategies, as well as short- and long-term business priorities. Understands and identifies current program risks, impact, and mitigation plans.
• Identifies and scopes opportunities to improve current programs. Identifies and provides solutions to root problems, defines the program strategy, gathers program requirements, identifies resource needs, creates the project plan and targets, and works across teams to align on the plan of record. Drives clarity in complex program issues and strives for simplification.
• Works with cross-functional stakeholders to design compliant, complex programs from initiation to delivery with minimal coaching. Produces collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.
• Defines and tracks the success criteria and performance metrics and Key Performance Indicators [KPIs], such as quality, adoption, usage, impact, and effectiveness for the program.

Business Program Management

• Contributes to or leads a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for complex programs. Communicates the program status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes.

Business Program Excellence and Execution

• Defines and executes on landing change management plans. Leads the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Works across teams to ensure all program requirements are understood and can be met.
• Enables teams as program subject matter experts to resolve complex Customer scenarios.

Business Program Evaluation and Improvement

• Conducts cost-benefit analyses to examine performance to value drivers. Contributes to monthly business review (MBR) and runs rhythms regularly to identify what is working and what is not, and makes improvements accordingly.
• Collects and evaluates success criteria and performance metrics, Key Performance Indicators [KPIs], and customer feedback, and uses scorecards and dashboards to monitor complex programs and ensure all activities align with business and program objectives. Uses data analytics to derive insights and training that help identify current and future program risks and mitigation plans, as well as opportunities to streamline and optimize programs based on lessons learned.
• Utilizes direction and strategy from leadership regarding business area of expertise in order to help create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly. Defines vision and strategy for change, broad and specific impact, and the flow of communication to the organization. Ensures buy in and adoption of the new program or change by others in the organization. Develops the collateral required to enable key stakeholders and others to be on board. Contributes to the training, reskilling, and mapping of individuals in partnership with Human Resources (HR).