Business Program Manager
4 weeks ago
Microsoft Customer Experience & Success (CE&S) is on a mission to empower our customers to accelerate business value through positive customer experiences that leverage Microsoft’s products, services, and partnerships.
The Global Customer Success (GCS) Organization within CE&S is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence. Here, the customer is at the center of everything we do.
This role is flexible in that you can work up to 50% from home.
The Customer Experience and Architecture Programs team transforms the customer’s support experience through technology and process innovations, knowledge Management, and data-driven insights.
Intelligent Assignment (IA) is one such initiative which focuses on delivering best-in-class processes and technology to improve customer satisfaction by quickly assigning cases to the best available agent.
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.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
**Responsibilities**:
This role will support our Customer and Partner Solutions (CAPS) Org, at the intersection of business and design. You will be bringing together the strategic priorities, impact evaluations, end user feedback, and market trends to develop meaningful skilling content for FTE’s, Partners and Advocates.
Specifically:
- Lead and coordinate execution of programs with skilling; partnering with Delivery Planners and Skilling Leads to deliver seamless end-to-end experiences (both technical and non-technical) in a rapid-release environment.
- Designs, develops, implements and maintains instructional materials and content for training programs using effective instructional design methodologies and technologies
- Familiarity with e-learning platforms and practices to design engaging eLearning material in adaptive learning methods
- Partner with internal stakeholders and liaise with experts regarding development needs
- Evaluate, create, organize and execute learning strategies/programs based on asks and prioritized against impact potential - host go/no-go meetings to ensure all voices are heard
- Support learning program initiatives and projects by using your expertise in designing, developing, planning, implementing, and assessing learning content
- Creates design documents outlining course objectives, content, assessment, and evaluation criteria
- Develops assessments and metrics to gauge employee performance and program outcomes; transforms data into meaningful and engaging executive style summaries/presentations
- Organizes and assists in developing learning manuals, pre-work and course evaluation procedures (inclusive of multimedia visual aids and other educational materials)**Other**- Embody our culture and values**Qualifications**:
**Required/Minimum Qualifications**
- Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement
o OR equivalent experience.
Business Program Management IC5 - The typical base pay range for this role across Canada is CAD $118,800 - CAD $214,800 per year.
CES #GCS
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