Business Program Manager - Customer Experience & AI Transformation

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered.

CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

We're looking for a Business Program Manager - Customer Experience & AI Transformation to join the Customer Advocacy team. This is an ideal opportunity for a candidate who is eager to support a portfolio of programs that span several exciting customer segments such as Small-Medium Businesses, Digital Natives and start-ups, as well as select industries such as Education, Healthcare and Life Sciences, and Public Sector.

You will partner closely with peers and stakeholders across the organization, contributing to program planning, rhythm of business, and reporting while driving impact across these programs.

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.

Responsibilities

Business Program Planning and Design

* Learns to perform program landscape research and analysis (e.g., internal and/or external market, sales, delivery feedback) and supports forecasting and the examination of business trends to help define program scope.

* Collaborates with others to understand overall business goals, objectives, strategies, and short- and long-term priorities.

* Supports the identification of current program risks, impact, and mitigation plans in collaboration with more experienced team members.

* Contributes to defining and tracking success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) such as quality, adoption, usage, and impact, with guidance.

Business Program Excellence and Execution

* Helps maintain the rhythm of business (ROB) during plan execution, ensuring participants and stakeholders are communicating and responding on the necessary cadence.

* Supports landing and communication plans, including identifying target audiences and drafting clear, well-structured updates.

* Begins to work across teams (e.g., Landing, Design, Engineering, Finance, Technical Program Management) to ensure program requirements are understood and met.

* Learns to leverage data and performance metrics to demonstrate the value and impact of a program, adapting communication style to different audiences with coaching.

Business Program Management

* Assists in managing a portfolio of projects-supporting project plans, timelines, milestones, and tracking of resource needs.

* Communicates program status to relevant stakeholders and helps hold participants accountable to established schedules and risk-mitigation plans, with guidance.

* Develops an understanding of how systems and processes work and impact one another, and helps ensure program processes are executed efficiently.

Business Program Evaluation and Improvement

* Supports cost-benefit analyses and contributes to monthly business reviews (MBRs) and recurring rhythms to identify what is working and where to improve.

* Helps collect and evaluate success criteria and performance metrics using scorecards and dashboards to monitor programs and keep activities aligned to objectives.

* Learns to use data and analytics to derive insights that identify program risks, mitigation plans, and opportunities to streamline and optimize based on lessons learned.

* Begins to support…