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 CE&S BI Team is responsible for delivering data-driven decision making & self-serve analytics to optimize customer experience and support operations across Microsoft’s assisted and self-service support surfaces. We build and manage data platforms and dataflows, manages data and measurement governance, builds Machine Learning (ML) models, builds, and manages support-critical data tooling, and provides both core and business-specific analytics resources and guidance.

We are looking for a goal-driven Senior Technical Program Manager - Business Intelligence with an ability to drive complex programs across CE&S and can engage with business and technical leaders at all levels. You will define and execute various projects and programs, driving prioritization across multiple teams, and delivering effective execution and communication. Successful candidates will have a technical background, be driven to detail and have effective problem-solving ability.

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

• Collaborate with colleagues to establish success criteria and performance metrics (OKRs, KPIs, etc.), regularly tracking and reporting on progress against these benchmarks.
• Partner closely with cross-functional teams to identify and spearhead complex technical programs. Actively contribute to discussions on design, architecture, and documentation in these domains.
• Define clear program goals and priorities by conducting rigorous data analysis and translating organizational requirements into actionable objectives.
• Manage project schedules ensuring stakeholders follow timelines and procedures. Handle dependencies and address issues promptly, adjusting plans and communicating clearly if projects deviate from schedule or objectives.
• Possess strong communication and presentation skills, proficient at engaging large audiences and diverse stakeholder groups.
• Prepare and contribute to high-quality executive reviews to provide strategic insights and updates.
• Identify complex opportunities and gaps across multiple product and service areas, collaborating with departments to assess opportunities, define solution options, and propose strategic roadmaps.
• Develop and maintain comprehensive documentation related to integration processes.
• Drive the execution of roadmaps overseeing project schedules, staging, implementation plans, and governance programs.
• Foster a unified vision across teams, offering customer-centric input on priorities, and ensuring clarity on objectives to achieve.
• Resolve intricate challenges that necessitate aligning cross-organizational strategies and securing commitment beyond immediate team boundaries.
  
  

Other Responsibilties

• Embody our culture and values
  
  

Qualifications

Required/Minimum Qualifications:

• Bachelor's Degree AND 4+ years of experience in engineering, product/technical program management, data analysis, or product development
• OR equivalent experience.
• 2+ years of experience managing cross-functional and/or cross-team projects.
• 4+ years of experience with software development lifecycles from conception to delivery
• 2+ years driving deep technical programs in a cloud environment.
  

Other Requirments

The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Additional Or Preferred Qualifications

• Bachelor's Degree AND 8+ years of experience in engineering, product/technical program management, data analysis, or product development
• OR equivalent experience.
• 6+ years of experience managing cross-functional and/or cross-team projects.
• 1+ year(s) experience reading and/or writing code (e.g., sample documentation, product demos)
• 2+ years of experience with data analysis, data presentation using Power BI or similar.
• 2+ years of experience with Microsoft Azure, AWS, or GCP is highly desired.
• Effective communicator, and can present to audiences in a clear and effective manner, at various levels of technical depth.
  

Technical Program Management IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $153,600 - $250,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until August 4, 2024.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.