QualificationsCommunication skillsManagementProgram managementProcess improvementBachelor’s degree
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 newly expanded 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.
Our team is seeking a seasoned, results-driven Program Manager to work with Corporate HQ to design the landing program in support of the CSAM Transformation activities WW. As part of our team, the successful candidate will execute on cycles of deep performance analysis, identification of factors driving high-impact performance or under-performance, and execution of programs to affect ongoing positive changes. They may also develop deep expertise in key functional areas of the business, and contribute to the development of specialized improvement Programs in those areas of expertise. The role requires a significant level of detailed understanding of behaviors, work processes, and resources that are utilized in providing support and driving customer success.
Responsibilities
The Customer Success Relationship Delivery Organization is responsible for three global functions:
Area of focus will include:
What does success look like?
Qualifications
Required/Minimum Qualifications
Bachelor’s Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement
OR equivalent experience.
The ideal candidate will have:
A passion for enhancing customer experience
5-7 years of delivery management experience in the Field either in a Support Delivery role or within Customer Success or equivalent Ability to work and create structure in complex and ambiguous situations and respond flexibly in time sensitive situations
Knowledge and experience in Microsoft’s Support business (Premier and Unified Support) and Delivery methodologies
Strong communication skills and proven capabilities to interact at management and leadership levels
Proficiency in process improvement and managing complex programs of work
Experience in working with multi-national / multi-cultural teams
Fluency with at least one formal change management framework (PROSCI preferred)
Strong skills in leading through influence
The salary for this role in the state of Colorado is between $125,000 and $187,700.
At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.
Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.
This role will report to the Relationship Delivery Programs Director in the WW CSAM / Cross Solution organization.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.