Business Program Manager (BB-FAB74)

Encontrado en: Neuvoo CR


Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.


Business Program Manage r, Global Operations and Shared Technologies, Customer Experience & Success (CE&S).

With more than 21,000 employees worldwide, the Microsoft CE&S team includes support engineers, support advocates, pre-sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class service and support. Our Customer Experience & Success (CE&S) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments.

From end-to-end, Microsoft Customer Experience & Success (CE&S) is transforming the way we support our customers, and we want you to be a part of it! CE&S is a dynamic, global organization that delivers great customer experiences across all Microsoft products, every day.

In CE&S, our vision and promise is to drive Customer Success with a Modern Support experience across the customer lifecycle. We aspire to deliver seamless experiences with quality, speed, and value. The Global Operations & Shared Technologies PM Team enables our transformation with technology and business intelligence to drive successful outcomes for our customers. We know our customers and anticipate their needs across every stage of the lifecycle.

The Tools Program Management team seeks an experienced, highly motivated innovator who will drive CE&S efforts to transform our customer and advocate experiences digitally in support. We seek to define and set the standard for Modern Support, achieving world class and industry-defining standards. In this role, you will ensure that our strategic delivery and operational tools enable a broad support transformation with a digital business at its core.

The person in this role will partner closely with key stakeholders including CE&S SBUs and critical tooling delivery partners to deliver on our objectives successfully.

  • Accountabilities include:
    Leverage and influence the CE&S Digital Transformation strategy and deliver high quality transformation plans and solutions on behalf of CE&S stakeholders
  • Assess and manage our support-related technology imperatives, goals, and challenges
  • Analyze and document the end-to-end user (support advocate and engineer) technology requirements to optimize their day to day operations
  • Use data-driven approaches to identify issues that erode user experience and satisfaction, and partner to form business solutions using agile methodologies
  • Work extensively cross-group with business and stakeholder teams to facilitate projects and perform requirements gathering
  • Serve as a constant champion of the user experience with our development and business partners, including working closely with our Experience Managers on projects and releases
  • Investigate new requests for tools and features, assessing initial scope to help with prioritization of requests that come through our intake process
  • Provide and own plans that support the full digital transformation lifecycle, including design, implementation, adoption, and support
  • Participate in Release Management cadence and drive adoption of tools and features
  • E xecute measurable business value realization plans through oversight, tracking and reporting
  • Drive quality outcomes through effective governance using project management methodolgies
    \Assess technology partners’ portfolios and maintain alignment to unified CE&S Digital Transformation programs
  • Qualifications

  • 10+ years of business experience; self-motivated, confident working across teams within a matrixed organization
  • Demonstrated hands-on experience in technology design and enterprise software
  • Demonstrated ability to document and communicate strategies that enable digital transformation
  • Operational experience – mainly program management of operations tools implementations
  • Experience writing Business Requirement Documents (BRDs) or equivalent requirement gathering documentation
  • Creating, owning, and project managing projects to implement specific experiences (through technology pilots and launches)
  • In-depth understanding of customer/user VOC and requirements gathering methods in a service & / or support group.
  • Ability to define strategy and execute operational tactics to create end-to-end solutions
  • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
  • Proficiency working effectively in complex and ambiguous environments
  • Immense passion with a positive attitude
  • BA/BS in a technology or business field such as: product management, business process, economics, business operations or equivalent experience required
  • Proficient in both speaking and writing English & Spanish?
  • Location: Costa Rica Only

    calendar_todayhace 2 horas


    info Full-Time

    location_on San Jose, Costa Rica

    work Microsoft

    Autorizo expresamente a Términos y condiciones

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