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Business Program Mgr, Unified Support Offerings, Customer Experience & Success

Company: Microsoft Corporation
Location: Atlanta
Posted on: June 13, 2021

Job Description:

Do you thrive on solving complex problems in a fast-paced environment? Do you want to help shape the transformation of a multi-billion-dollar business?

The Support Offerings, GTM & IP Management, part of Microsoft Customer Experience and Success (CE&S), is a global business made up of exceptional people who deliver world class services, earning customer confidence, trust, and loyalty. We focus on accelerating customer value for Microsoft solutions while building a differentiated customer experience.

As a Business Program Manager, you will be responsible for managing strategic initiatives across the Microsoft Unified Support portfolio. Unified Support is our lead offering for Enterprise Support, and it helps thousands of organizations to maintain, onboard, and optimize their Microsoft investments. In this role, you will (1) identify opportunities to evolve our offerings and improve the customer experience, (2) partner with GTM team to articulate the value prop for customers, and (3) work across CE&S to implement changes to help grow the business.

  • 7+ years of Program, Project and/or Product Management experience in large scale enterprise technology or consulting services
  • Solid experience designing and executing high-touch programs leading to successful customer engagements.
  • Good understanding of strategies that drive the adoption of cloud solutions and services.
  • Strong strategic planning and leadership, communication, and organizational skills
  • Affinity to data and making data-driven decision.
  • Strong collaboration and cross-group partnering skills.
  • Strong communication skills with the ability to present to and influence internal senior leadership.
  • Knowledge of professional services, including support services is strongly preferred.
  • Bachelor's degree or equivalent experience required, MBA a plus.

Location/Travel: Our preference is for you to be based in Issaquah, WA. You can expect limited global travel, less than 20%.

Join us and be one who empowers billions! That's incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

#bizops

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.

  • Develop and land strategic initiatives across the Unified Support offering (e.g., ensuring there is a compelling value proposition at the portfolio level)
  • Coordinate with other Offerings owners to ensure sustained Offering level differentiation and value proposition.
  • Develop and maintain customer experience (e.g., measured via CSAT)
  • Gather and validate support level requirements with stakeholders.
  • Maintain and update offering portfolio design principles.
  • Understand dependencies and business requirements from diverse stakeholders.
  • Research customer needs and stay abreast of the latest competitive research and industry trends.
  • Identify gaps and whitespace opportunities not yet addressed.
  • Ensure you are representing the voice of the customer into the design and product development process.
  • Utilize insights from the field to guide offering level evolution and feature design.

Keywords: Microsoft Corporation, Atlanta , Business Program Mgr, Unified Support Offerings, Customer Experience & Success, Other , Atlanta, Georgia

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