Microsoft Corporation Business Program Manager in New York, New York

Project Manager, Transformation Management Office, Customer Service and Support (CSS), WW Services Transformation. It’s a big word that implies huge impact and long term business value creation. The CSS Transformation Management Office (TMO) is looking for a dynamic Project Manager that will drive progress towards becoming a differentiated, best-in-class customer service and support organization that is truly digital, quick, seamless and expertly skilled. The ideal candidate understands how to translate strategy and vision into reality, enjoys working in a fast pace and fun environment, is capable of balancing speed with results and would be described as flexible, a great team player, efficient, customer obsessed and impactful. If this describes you, then please read on. CSS is a dynamic global organization with 6,000 employees and 20,000 vendors. CSS has been built on a history of unwavering commitment to customer and partners. We are not afraid to take risks, we have an entrepreneurial mindset, we learn fast and we move quickly. The CSS Transformation Management Office has been tasked with the challenging, exciting, and pivotal work of navigating CSS through a complex organizational and cultural transformation. The work is complex and multi-faceted requiring significant time, energy and effort to complete. Working with the TMO and partnering with CSS business leaders, this role will be responsible for actively driving and managing key projects that support the Transformation strategy, priorities and outcomes. The projects span multiple businesses and geographies.

Responsibilities include project creation, accurately updating and tracking project progress, implementation and landing in partnership with CSS business leaders, the TMO Team, the core project team and key stakeholders. We are looking for an individual who can think strategically while balancing tactical project deliverables. The individual in this role should be proficient in working with all levels of management, including senior leadership. They should be able to establish relationships across the organization, evangelize project benefits, adjust and iterate on feedback to deliver impact and communicate in compelling and meaningful ways. The successful candidate will have a proven track record and strong skills in business understanding, change management in complex global orgs, systems thinking, internal stakeholder management, and would have demonstrated a strong growth mindset. We are looking for an individual with strong communication skills include the skill set to create communication mediums across multiple digital modalities. This could include but is not limited to translating complex business processes into infographics suitable for PowerPoint presentations and email communication; video editing and creation, translation of business outcomes to real life scenarios and examples that land the message across a large, global organization. This job requires someone who will challenge norms and roll up their sleeves to help the team be successful.

Core Responsibilities:

  • Be an active member of the CSS transformation team model the way by being a leader in the transformation to a digital support organization, continually putting the customer and team members first and being open to new processes and tools that enable this shift.

-Growth mindset is a must.

-Orchestrate individual projects to work towards the same goals avoiding silos and producing broad outcomes and impact for CSS.

-Manage time and resources effectively invest the appropriate amount of time, resources and cost to effectively execute against project goals and transformation agenda.

-Strong understanding and adherence to CSS TMO processes, tools and reporting that will enable accurate CSS LT Portfolio visibility. This includes being an advocate and key feedback participant to continually iterate and improve on processes, tools and reporting.

-Strong partnership with project sponsors and project leads to ensure forward progress, transparency and removal of roadblocks.

-Coordinate discussions with project sponsors and business owners to define scope, deliverables, outcomes and timelines of Transformation projects.

-Project management (including scoping, risk management, change management, resource management, administration, track and control processes, dependency management and status reporting) that actively drives Transformation projects to deliver on their intended outcomes.

-Stakeholder management- drive two-way communication and other mechanisms to ensure enablement and engagement of stakeholders to land outcomes effectively and consistently. Inspire and support those around you to do their best work through collaboration, acknowledgement of lessons learned and persistence.

-Customer Obsession: ability to define customers (internal and external), develop feedback mechanisms that allow customers to be heard, act on feedback and adjust as needed.

-Special Projects: This could be anything. Be prepared to roll up your sleeves and jump in when needed. This role will be pivotal to ensuring management of impactful projects that deliver on the CSS Transformation strategy.

Skills & Qualifications:

-Broad understanding of Microsoft and CSS organizations.

-1-2 years of related CSS experience; recent CSS experience preferred.

-Preference given to technical support experience background and roles working directly with our external customers. Strong global relationship building skills.

-across a complex stakeholder network in CSS. Ability to navigate and influence in a matrixes organization.

-Ability to handle multiple priorities in a fast-paced environment.

-Experience with large scale change management.

-Ability to work with minimum supervision to execute broad assignments.

-Open and confident communication and ability to engage effectively with all levels of the org.

-Strength in establishing change management, listening practices with measurable impact.

-Detail oriented with analytical problem-solving capabilities.

-Ability to anticipate and respond quickly as new opportunities and situations arise.

-Strong project management skills, effectively leveraging all resources to drive results.

-Innovator who can translate ideas into realty

-Ability to drive high quality global meetings with senior stakeholders.

-Demonstrated high levels of maturity and trust.

-Bachelor’s degree.

-Must have a current work location at a major site for CSS in the respective Time Zone.

-Note that given global scope of this job, travel may be required as needed as well as working within global business hours.

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com.

Customer service & support