Business Program Management Ic3

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.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

The CSA Global Delivery team has an opening for a motivated, self-directed individual to join as a Business Program Manager, responsible for overseeing and coordinating multiple projects and initiatives that support the strategic goals of CSA GD. This position will work with cross-functional teams, stakeholders, Delivery Partners and external staff to ensure the successful delivery of business outcomes and objectives. This role requires strong experience with data analysis and reporting, utilizing Microsoft Excel and Power BI, to gather, shape, and explore key business data; the ability to manage end-to-end processes; and proactive exploration of the use of technologies, processes, tools, and methodologies to provide tactical solutions to ensure ongoing operational excellence and efficiencies. CSA GD is a global team, compromised of exceptional business leaders - this is a challenging but rewarding role, providing opportunities to learn and grow in a career related to Business Programs & Operations.

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**

**Data Analysis and Reporting**

• Drive data analysis and reporting needs for the organization to support fact-based decision making to accomplish team objectives and deliverables.
• Analyze performance metrics to support accountability for the team in executing core business activities.
• Advanced experience with PowerBI, Excel, and data modeling skills and working knowledge of statistical concepts, methods, and approaches.

**Budget and Forecast Management**

• Support the Business Manager and LT with HC management, expense management and controls, annual budget planning and ongoing forecast management and tracking and reporting of team objectives and SLAs to ensure continued progression of delivery, financial, and people agenda.
• Manage day-to-day operations related to Outsource and External Staff, assisting with contracts, PO creation, invoicing, monthly accruals, compliance, and staffing.

**Relationship Building**

• Influence execution and results across CSA GD and other teams, as needed.
• The building of relationships and partnerships is essential for success.
• Develop relationships to establish a network of business and decision makers across line of business. Build working relationships with CDSE stakeholders, Delivery Partners, and business partners (such as Finance and DPM).
• Lead change and develop innovative solutions that enable the organization to operate efficiently and effectively.

**Qualifications**

• 5+ years of related experience in similar role
• Must be able to solve complex problems and work through roadblocks.
• Strong experience with data analysis and reporting, utilizing Microsoft Excel and Power BI, to gather, shape, and explore key business data to ensure ongoing operational excellence and efficiency.
• Experience leading and collaborating on projects, with a “get things done” attitude and the ability to deliver on a diverse range of tasks.
• Possess uncompromising ethics, unwavering integrity and understanding of risk & regulatory process, as well as outstanding communications and interpersonal skills.
• Excellent written and oral communication across different audiences.
• Strong analytical, strategic thinking and communication skills - must have ability to synthesize, develop and present clear and concise recommendations.
• Collaborative and team player, ensuring overall business success.
• Exceptional influencing skills with sound judgment and decision-making skills.
• Ability to work effectively in a fast-paced and dynamic environment