Microsoft · 2 weeks ago
Business Program Management
United States
Full-time
Remote
Senior Level
$117K/yr - $204K/yr
6+ years expMicrosoft is a global leader in technology and customer experience, seeking a Business Program Manager to ensure the effective delivery of support offerings within Customer Service & Support. This role focuses on coordinating efforts across multiple stakeholders and driving collaboration to enhance customer experiences and support business objectives.
Artificial Intelligence (AI)Enterprise SoftwareProfessional ServicesCloud ComputingInformation TechnologyCyber SecuritySoftwareAgentic AIApplication Performance ManagementBusiness DevelopmentDevOpsInformation ServicesManagement Information SystemsNetwork Security
Responsibilities
Utilizes direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly
Leads the definition of the vision and strategy for change, broad and specific impact, and the flow of communication and interaction with the organization to drive change management processes
Ensures buy in and adoption of the new program or change by others in the organization using change management methodologies and techniques
Leads others to develop the collateral required to enable key stakeholders and others to be onboard
Leads identification of training and reskilling needs, and mapping of individuals in partnership with Human Resources (HR)
Leads partnering with business process outsourcing (BPO) vendors to ensure that their contractors have the proper skills and capabilities Microsoft requires
Provides insight to cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI])
Leads monthly business review (MBR) and runs rhythms regularly to identify what is working and what is not and makes improvements accordingly
Provides insight to collect and evaluates success criteria (e.g., ROI, SLAs, OKRs, KPIs) and performance metrics (e.g., acquisition, usage, impact, effectiveness, customer feedback) and uses scorecards and dashboards to monitor highly complex programs and ensure all activities align with business and program objectives
Leads the synthesis of data analytics (e.g., scenario analyses) to derive insights and training that help identify current and future program risks and mitigation plans and opportunities to streamline and optimize programs based on lessons learned that impact the broader unit, and plan to sunset programs that are no longer necessary or meeting objectives
Shares expertise to evangelize highly complex programs to stakeholders, partners, and customers to gain buy in
Leverages data and performance metrics (e.g., OKRs and KPIs) to demonstrate the value of the program and show business impact through storytelling and using scorecards and realtime dashboards
Leads others to adapt communication style and storytelling strategy according to audience and business needs
Shares best practices to define and execute on a landing and communication plan (e.g., target audience(s), communication strategy) informed by Microsoft's security principles
Leads the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence
Leads others to work across teams (e.g., Landing, Design, Engineering, Supply Chain, Finance, Technical Program Management) to ensure all program requirements are understood and can be met
Leads a portfolio of projects including the project plan, documentation of roles and responsibilities (e.g., responsible, accountable, consulted, informed [RACI] framework), timelines, milestones, financial management, performance metrics, and/or resource needs for highly complex programs
Communicates the program status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes
Establishes objectives and success criteria for the project in an inclusive collaborative manner with all stakeholders
Provides insight to lead others to understand mapping or how people, process, technology, and systems work and impact one another using process flow mapping tools
Leads the collaboration including leveraging other teams (e.g., Supply Chain, Engineering, Sales) and stakeholders to ensure program processes are rigorous, informed by security principles and executed efficiently
Develops processes around scope and scheduled changes for programs impacting the broader unit, and communicates it to stakeholders
Recognizes process gaps/inefficiencies and drives strategies for optimization
Leads others who work with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design highly complex security-, privacy-, and other regulatorily-compliant programs from initiation to delivery, independently
Provides expertise 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
Leads the defining and tracking of success criteria (e.g., return on investment [ROI], service level agreements [SLAs], objectives and key results [OKRs] and key performance indicators [KPIs]) and performance metrics (e.g., quality, adoption, usage, impact, effectiveness) for the program, and identifying which data will result in data-driven decision making
Identifies and scopes opportunities to develop new programs and improve current ones impacting the broader unit
Leads the identification and resolution of root problems (e.g., root- cause analysis), definition of the program strategy, establishing and maintaining alignment with stakeholders/leaders, gathering of program requirements, identification of resource needs, creation of the project plan and targets, and working across teams to align on the plan of record
Improves operations of existing programs by applying identifying appropriate industry methodologies and best practices, defining and diagnosing highly complex program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues
Drives clarity in highly complex program issues and strives for simplification
Drives the incorporation of security principles into all planning processes
Performs program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examines business insights and trends (e.g., customer feedback and expectations) to identify stakeholders and program scope, stay current, agile, and competitive, and contribute to programs impacting the broader unit
Demonstrates thought leadership in contributing to overall business goals, objectives, and strategies, as well as short- and long-term business priorities (e.g., artificial intelligence [AI], security, efficiency, quality)
Understands and identifies current program risks, impact, and develops mitigation plans impacting the broader unit
Qualification
Required
Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement
OR equivalent experience
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
Preferred
Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement
OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement
OR equivalent experience
Candidates should demonstrate strong program management skills, proven experience with cross-functional collaboration, and a deep understanding of support delivery frameworks
Familiarity with workforce management, capacity planning, and change management processes is essential
Excellent communication and problem-solving abilities are required to effectively advocate for CSS initiatives and drive operational improvements
Adaptability to rapidly changing environments, a proactive and innovative mindset, and exceptional emotional intelligence
Strong interpersonal skills, the ability to build trust and influence stakeholders without direct authority, and resilience in the face of ambiguity are also highly valued
Delivery Readiness Program Manager may include a master's degree in business administration or a related discipline, certifications such as Project Management Professional (PMP) or ITIL, and experience working with cloud-based support models or mission-critical environments
Familiarity with data analytics tools, process automation, and digital transformation initiatives is also advantageous
Additionally, a track record of leading large-scale programs, managing geographically dispersed teams, and implementing continuous improvement methodologies (e.g., Lean, Six Sigma) would further distinguish a strong candidate
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2026 (1317)
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
2020-01-01Post Ipo Equity
1986-03-13IPO
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
Techweez | Tech News, Reviews, Deals, Tips and How To
2026-02-24
PocketGamer.biz
2026-02-24
2026-02-24
Company data provided by crunchbase