With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Technical Strategy and Innovation team is responsible for helping to build a technology roadmap that aligns with the vision and goals of the organization. We are looking to add a Business Manager to our team. The team works with engineering to deliver new and innovative capabilities that improve the customer experience, enhance the agent experience, and decrease efforts. The team also conducts research and analysis on emerging technologies and trends that can create value for the organization and its customers.

The Technical Strategy and Innovation team also serves as a Customer Zero, enabling and interfacing with Customer Service and Support organizations around the world to help them take advantage of technology. The team provides feedback and insights to engineering and product teams on the usability and performance of the technology solutions. The team also supports the adoption and implementation of the technology solutions by providing training, documentation, and best practices to the Customer Service and Support (CSS) organizations.

The Business Manager Plays a Critical Role In The Technical Strategy And Innovation Team By Orchestrating Across The Team, Ensuring Alignment With The Right Resources, Interfacing With The Leadership Team And Executives, And Connecting With The CSS Community. Some Of The Key Responsibilities Of The Business Manager Are:

The business manager manages the budget, headcount, and resource allocation for the team, ensuring that the team has the necessary funding and talent to deliver on its goals and commitments. The business manager also tracks and reports on the team's performance metrics, such as customer satisfaction, agent productivity, and innovation impact

The Business Manager acts as a liaison between the team and the leadership team and executives, providing regular updates on the team''s progress, achievements, challenges, and learnings. The business manager also helps to communicate and align the team's vision, strategy, and roadmap with the broader organizational objectives and priorities.

The Business Manager fosters collaboration and communication within the team and across the CSS community, creating opportunities for knowledge sharing, feedback, and recognition. The Business Manager also helps to promote and showcase the team''s work and contributions to the CSS organization and beyond, highlighting the value and impact of the technology solutions.

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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

Business Operational Excellence

• Drive execution and continuous improvement of the rhythm of business (ROB) including orchestration of monthly operations reviews and staff meetings; and preparing data and narratives for cross-organizational business reporting
• Provide, clear, timely and operable follow-up to RoB events
• Set best practices for business operations planning and execution across the organization
• Orchestrate planning and fiscal year priorities process in partnership with the leadership team
  
  

Financials

• Support and enable budget accountability with reporting and infrastructure in collaboration with Finance and Resource Planning partners
• Enable People & Organizational Health
• Enable Support Managers: Implement governance model of and maintain key manager SharePoint assets
• Enable the Leadership team: provide structure and resources for people and planning milestones
• Enable the organization: lead select org-wide strategic initiatives, partnering with stakeholders and subject matter experts (SMEs)
  
  

Communications Strategy & Infrastructure & Execution

• Orchestrate effective meetings with consistent structure, community involvement and fast effective follow-up Produce compelling quarterly all-hands meetings, celebrating people & business success and landing business and operations priorities
• Active administration of the global Viva Engage community (tagging, commenting, managing content, etc.) Drive communication of key team goals and priorities through selective mix of forums and channels (leadership emails, SharePoint, Viva Engage, community calls and all-hands)
• Evangelize effective communication and connection across the organization
  
  

Other

• Embody our Culture and Values
  
  

Qualifications

Required/Minimum Qualifications

Bachelor's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 8+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles

• OR equivalent experience.
• 3+ years demonstrated experience influencing senior stakeholders, across business functions in an ambiguous environment
• 3 + years Experience working across engineering, product teams and/or customer success leaders in the tech industry
  
  

Additional Or Preferred Qualifications

• Bachelor's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 10+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles
• OR Master's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 7+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles
• OR equivalent experience.
  

Business Management IC6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 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 September 27, 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.