Microsoft Corporation Senior Program Manager in Cambridge, Massachusetts
With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design and implementation of Microsoft’s end-to-end customer experience strategy. With CE&S resides the WW Support & Customer Success Programs (WW S&CSP) team responsible for driving the offerings, programs and enablement for Microsoft customers’ most important cloud engagements throughout the lifecycle. The WW S&CSP delivers customer value through support and consumption, while meeting all contractual obligations and delivering outstanding customer experience with speed, efficiency, and innovation. Together we help our customers shift to the cloud and evolve their business.
Offerings, GTM and IP Management is part of the WW S&CSP organization and is responsible for the support business model, offerings, pricing, and GTM as well as the governance and management for the Customer Success IP catalog.
As a Senior Program Manager for Business Applications Portfolio Engineering, you will shape the next generation of Business Applications proactive services as well as drive innovation that improves delivery consistency and reduces the time to customer impact. You’ll partner closely with teams across Microsoft including Product teams, Customer Success and Support teams to define the portfolio roadmap. You will lead the development and management of proactive services and programs that are used by 4000+ Customer Engineers (CEs) to unblock, accelerate and optimize cloud solutions for 13,000+ Enterprise Support customers across the world. In addition, this role will also drive continual improvement of strategic service capabilities, that span all solution areas, helping accelerate the IP portfolio as a whole.
We are looking for a motivated Senior Program Manager who is excited about helping customers adopt and optimize Business Applications solutions. To be selected you will need to demonstrate the ability to navigate complex stakeholders across the company, and an ability to speak to business and technical leaders at all levels. If you are ready to drive consistently great customer outcomes and accelerate the consumption cycle, come join our team.
Partner across business teams and technology partners to align the portfolio roadmap for Business Applications to top business priorities. Organize and lead cross-functional teams to develop portfolio services and capabilities. Ensure every release is thoroughly field tested and ready for our customers. Gain critical feedback and adapt to ever-emerging customer needs and expectations.
Partner with field teams to validate each service delivers on the designed customer outcome. Leverage feedback loops to drive continual improvement of service performance.
Experiment and innovate to improve the customer and engineer delivery experience. Define the service types, features and capabilities needed to predictably drive customer outcomes at scale and reduce time to deliver customer impact.
Ensure all priorities and initiatives are aligned with key stakeholders across Microsoft. Provide transparent development timelines and accelerate time to market for your portfolio to exceed stakeholder expectations.
5 years working with large Enterprise customers and field communities (Consulting/Field Engineering or similar roles) leading deployment, design or optimization of Business Applications solutions OR 3 years of Program Management experience in building products and services as part of Engineering teams.
2 years of experience with Business Applications solutions.
Experience driving adoption of Business Applications solutions in the Enterprise.
Experience improving business processes with low code/no-code solutions.
Deep understanding best practices for designing and optimizing solutions using Dynamics 365 services.
Excellent communication skills, proven ability to handle difficult situations and bring differing viewpoints to agreement.
Excellent in navigating ambiguity and managing complex stakeholder relationships.
Bachelor’s or Master’s degree in Computer Science/Engineering or equivalent work experience
Experience with Agile and DevOps is a plus.
Location/Travel: You may be based anywhere North America. You can expect limited global travel, less than 10%.
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 (https://careers.microsoft.com/us/en/accommodationrequest) .
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