Customer Experience Program Manager
Microsoft
Customer Experience Program Manager
Redmond, Washington, United States
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Overview
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.
Within that space, Microsoft’s Cloud Operations & Innovation (CO+I) team is the engine that powers our cloud services. Our infrastructure is comprised of a large global portfolio of more than one hundred datacenters and one million servers. Our foundation is built upon and managed by a team of subject matter experts, who work tirelessly to support digital services for more than one billion customers and twenty million businesses in over ninety countries worldwide.
With environmental sustainability and optimization at the forefront of our datacenter design and operations, and the overarching Microsoft mission to empower every person and every organization on the planet to achieve more, we have ambitious plans to grow and evolve as we meet the ever-changing and ever-increasing business demands that position Microsoft as a world-class provider. Underpinning these business imperatives, 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.
To help us achieve our objectives, growth, and transformation, we are seeking a Customer Experience Program Manager to support the team responsible for the central operations within the Global and Region Expansion Team. This role will help drive the organization’s rhythm of business, identify and execute organizational initiatives, and implement business processes to meet strategic objectives and priorities. Candidate will excel in strategic planning, data and analytics, and business and program management to be successful in this role. This is a leadership opportunity for someone who thrives in a high growth, fast-paced environment and possesses collaboration experience, executive presence, and influencing skills.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every. As a group, CO+I is focused on personal and professional development for all employees and offers training and growth opportunities including Career Rotation Programs, Diversity & Inclusion trainings and events, and professional certifications.
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.
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree in Business administration, Business, or related field AND 2+ years experience n program/business management or management consulting
- OR equivalent experience.
Other Requirements:
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
- Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 5+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
Responsibilities
Strategy Execution & Activation
- Leads strategy execution & Objectives and Key Results (OKR) management in partnership with the leadership team for Global and region expansion team (GRET)
- Facilitate execution of leadership team strategic planning, white papers, key results reviews, training
- Develop and execute an org-wide engagement plan
- Serve as an extension of the Leadership Team (LT); prep the LT for stakeholder and/or customer meetings.
- Drive cross-team projects as needed to meet the changing needs; create clarity on ambiguous projects and develop plans for execution
- Prepare and present regular status reports to leadership
- You will drive team culture by getting a pulse on organizational health and leading cultural initiatives. This will involve driving training completion rates, identifying team strengths and development areas, and ensuring a healthy compliance scorecard
Blocker Resolution
- Anticipate issues or elevate/escalate as issues arise. work with your team and stakeholders/partners to develop solutions and plans to provide resolutions to blockers.
Process Optimization
- Assess and optimize current processes and operations.
Evaluation and Storytelling
- Expert communicator.
Special Projects & Programs
- Serve as program manager for special projects & programs as needed
Oversees budgets, forecasting, headcount planning, and discretionary spending while driving cost-saving initiatives for the team to support Technology and Region Expansion Business Management (TRE's BM) work
Builds partnerships with business management and executive teams, collaborating on process improvements to support the TRE/GRET Rhythm of the Business (RoB)and operational needs
Supports hiring and onboarding, standardizing efforts to ensure smooth integration of new team members.
Manages the review, editing, and development and delivery of executive briefs, ensuring timely completion and stakeholder alignment