Business Program Manager

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.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Lead end‑to‑end planning and execution oversight across a portfolio of cross‑functional programs supporting CSS. They will serve as the central point of coordination between Business, Finance, and Workforce Management to ensure clear communication, predictable execution, and data‑driven decision making. The role is accountable for proactive risk identification and mitigation, executive‑level status and dependency reporting, and continuous improvement of planning and execution processes. They will oversee cost‑benefit analysis, success metrics, and analytics‑driven insights to ensure resources are optimized and programs deliver measurable business impact.

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

• Communicate to all the Stakeholders on the status, progress, dependencies, risks, and issues with agreed mitigation plans for each program that encompasses the business planning model.

• Establish processes which enable steady flow of communication between Business, Finance and Workforce Management (WFM).

• Make recommendations to the leadership team on opportunities for risk mitigation.

• Lead projects to improve planning and execution of decisions for CSS.

• Work with cross-functional stakeholders to design programs from initiation to delivery. You’ll also apply subject matter expertise when overseeing teams as they define and track success criteria and performance metrics

• Oversee a portfolio of projects, communicating the program status and risk to stakeholders. You’ll also use industry expertise to help them work with other teams to ensure program processes are executed efficiently

• Oversee the processes of cost-benefit analyses and evaluating success metrics, while ensuring they optimize the use of data analytics to derive insights and identify risks and opportunities.

Qualifications

Master's Degree in Mathematics, Analytics, Engineering, Computer Science, Business, Economics or related field AND 7+ years experience in data analysis and reporting, business intelligence, or business and financial analysis.

OR Bachelor's Degree in Statistics, Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND10+ years experience in data analysis and reporting, business intelligence, or business and financial analysis.

10+ years of defining and implementing process improvement initiatives using data and metrics experience

10+ years of managing stakeholders in cross-functional projects

8+ years people management experience

Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. (