Business Manager

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With over 17,000 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.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

MWC Americas Business Manager

The Americas Business Manager’s primary role is to assist the MWC Americas Leader with critical planning and operational activities essential to the business. The Business Program Manager will support the leader by leveraging knowledge of operational structures and strategy to ensure business activities are aligned with the leader’s objectives and may handle responsibilities related to budgeting, operational and organizational health as well as executing the rhythm of business. The role requires collaboration with senior leaders and internal/external partners to develop plans, articulate potential benefits, and ensure alignment across groups.

Our Customer Support Business Unit, CSS Modern Solutions & Support (MSS), is dedicated to elevating Microsoft's customer support experience throughout the lifecycle of support. We play a pivotal role in helping customers unlock the full potential of their technology, guiding them from initial decisions and purchases to onboarding, use, self-help, assisted support, and growth and retention. Through our global reach, we provide both proactive and reactive support for a wide range of Microsoft products and solutions, including M365, Xbox, devices, advertising, partner programs and commercial programs. By doing so, we empower our customers to achieve their goals and maximize the value of their Microsoft products and solutions.

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/Minimum Qualifications:

• Bachelor's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 4+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles

  • OR equivalent experience.

Other Qualifications:

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Additional or Preferred Qualifications:

• 6+ years managing outsource vendors or support professionals
• Direct customer support or program management experience
• Prior multi-disciplinary business experience with the aspiration and potential to grow as a broad business leader.
• Demonstrated experience in planning, execution, cross-group collaboration, communications, analytical capabilities, and attention to detail.
• Passion and proven record for execution with measurable results; focus on delivering impact.
• Outstanding interpersonal skills, innovation, and the ability to motivate, inspire, and lead cross group/functional teams with a high degree of independence and success.
• Ability to deal with ambiguity, navigate uncertain situations, and drive for clarity.

Business Management IC4 - The typical base pay range for this role across the U.S. is USD $94,600 - $183,800 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 $122,000 - $200,500 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until December 23, 2024.

#CES #CSS #MW #Teams

Response and Resolution:

• Partners with the leadership team to develop and execute planning processes, ensuring coordination with corporate planning processes as well as planning integration across the broader organization. Helps in managing the team's rhythm of business (ROB). Works with cross-company/team counterparts to manage team participation as needed for key business events, next fiscal year planning, running business reviews, and other strategic business planning activities. Collaborates with the leadership team to articulate objectives that are in alignment with the goals of the organization. Reviews adherence to privacy and compliance.

• Ensures internal continuation of business operations during all times, including periods of change or special circumstances. Contributes to finding workable solutions to business problems. Communicates business continuity plans with Microsoft corporate Crisis Management, Business Continuity teams, and with partners.

• Works with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design programs from initiation to delivery with guidance. Collaborates to produce collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.

Readiness:

• Leverages or continues to build broader networks to foster strong relationships that support execution across the business. Manages and cultivates relationships with leaders and peers of internal teams.

• Leverages knowledge of the leader's goals and approach to ensure team activities are aligned with the leader's objectives. Supports the leader in communicating key goals, priorities, and definitions. Maximizes a culture to support and represent the leader and team. Participates in and provides perspective and a point of view to the leader on specific areas within or external to the organization, and with regard to communications, budgets, people, and the team pulse. Informs tactical and strategic business decisions for leader. Supports the landing of organizational changes (e.g., employee data management, skilling plans, landing quota)

Product/Process Improvement:

• Assists others who overlook a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for programs. Communicates the program status to relevant stakeholders and holds them accountable for following the established schedule, and risk mitigation plans and processes, with minimal guidance.
• Demonstrates an understanding of mapping or how systems work and impact one another. Collaborates with others who work with other teams (e.g., Supply Chain, Engineering, Sales) to ensure program processes are rigorous and executed efficiently. Helps develop processes around scope and scheduled changes for programs, and communicates them to stakeholders.

Business Integration:

• Leverages manager input to create foundational and storytelling content to articulate strategies, results and goals for internal and external forums (e.g., external or customer meetings, executive meetings, event presentations). Synthesizes findings within workstream and identifies links to broader strategic efforts for content and external facing thought leadership. Leverages understanding of audience needs to ensure content is tailored to audience preferences and breaks down complex information into actionable steps for audience. Carries out related reporting and exception management as required.

• Helps drives accountability for the team and organization in executing core business activities. Uses understanding of priorities based on scorecards and communicates in a simple way. Aligns priorities with key performance indicators (KPIs) and performance metrics. Creates clarity in ambiguous situations to facilitate and drive prioritization and decision making for leaders across the organization. May use qualitative data for tracking performance.

Other:

• Embody our culture and value