Business Program Manager

5 months ago

Toronto, Canada Microsoft Full time

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

The Business Operations & Priority Programs (BOPP) Team serves as the operational hub for Apps & Infrastructure focusing on Business Operations, Portfolio Change Management, and Program Management for the Apps & Infra cross-Support Business Unit (SBU) priorities and initiatives in partnership with our senior-most leaders and aspiring talent around the globe.

The Business Program Manager role on the BOPP team contributes to high profile business operations and reporting activities supporting SBU-level business management and initiative portfolio management with a focus on our activities aligned to our Customer Solution Area Portfolio of priority programs and business operations that together drive customer cohort and offerings aligned effective capacity.

This role interacts with business partners and leaders at various levels of our organization, requiring a high level of emotional intelligence and maturity and the ability to demonstrate thought leadership in contributing to overall business goals, objectives, and strategies, as well as short
- and long-term business priorities.

This role is flexible in that you can work up to 100% from home.

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 Operations**
- Leverages knowledge of organizational strategy and planned deliverables for the upcoming year(s) to design budgets. Works in partnership with Business Management Director, Analytics Team, Resource Management Partners, and Finance to develop proposed budgets aligned to strategic priorities for leadership team review and approval.
- Develops forecasting plans in partnership with the leadership team. Oversees the development of metrics for budgeting and forecasting. Identifies actions that can be taken to course-correct and drive performance improvement; anticipates business challenges based on forecasts.
- Collaborates with leaders regarding resource management planning. Ensures that the leader is aligned on the headcount strategy.
- Point person for executive business reviews, including accountability for coordinating across leaders and teams to lead the ROB and content curation and creation for the development of monthly and quarterly business reviews.

**Business Program Planning and Design**
- Performs program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examines business trends (e.g., customer feedback and expectations) to identify audience size and program scope, and stays current, agile, competitive, and contributes 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. Understands and identifies current program risks, impact, and develops mitigation plans impacting the broader unit.
- Leads others who work with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design highly complex 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 and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as quality, adoption, usage, impact, and effectiveness for the program.

**Buisness Program Excellence and Execution**
- Shares b

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