New job, posted less than a week ago!
Job Details
Posted date: Mar 23, 2026
There have been 4 jobs posted with the title of Business Program Management all time at Microsoft.There have been 4 Business Program Management jobs posted in the last month.
Category: Business Program Management
Location: Multiple Locations, Multiple Locations
Estimated salary: $169,750
Range: $116,900 - $222,600
Employment type: Full-Time
Work location type: 0 days / week in-office – remote
Role: Individual Contributor
Description
OverviewWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
The purpose of the MCS Program Manager is to ensure the seamless integration and effective delivery of support offerings within Customer Service & Support (CSS). By coordinating efforts across multiple stakeholders, aligning operational priorities, and driving cross-organizational collaboration, the Program Manager is dedicated to delivering a consistent, high-quality customer experience while supporting business objectives and operational excellence.
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
Business Program Evaluation and ImprovementUtilizes direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly. Leads the definition of the vision and strategy for change, broad and specific impact, and the flow of communication and interaction with the organization to drive change management processes. Ensures buy in and adoption of the new program or change by others in the organization using change management methodologies and techniques. Leads others to develop the collateral required to enable key stakeholders and others to be onboard. Leads identification of training and reskilling needs, and mapping of individuals in partnership with Human Resources (HR). Leads partnering with business process outsourcing (BPO) vendors to ensure that their contractors have the proper skills and capabilities Microsoft requires.Provides insight to cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]). Leads monthly business review (MBR) and runs rhythms regularly to identify what is working and what is not and makes improvements accordingly.Provides insight to collect and evaluates success criteria (e.g., ROI, SLAs, OKRs, KPIs) and performance metrics (e.g., acquisition, usage, impact, effectiveness, customer feedback) and uses scorecards and dashboards to monitor highly complex programs and ensure all activities align with business and program objectives. Leads the synthesis of data analytics (e.g., scenario analyses) to derive insights and training that help identify current and future program risks and mitigation plans and opportunities to streamline and optimize programs based on lessons learned that impact the broader unit, and plan to sunset programs that are no longer necessary or meeting objectives.Business Program Excellence and ExecutionShares expertise to evangelize highly complex programs to stakeholders, partners, and customers to gain buy in. Leverages data and performance metrics (e.g., OKRs and KPIs) to demonstrate the value of the program and show business impact through storytelling and using scorecards and realtime dashboards. Leads others to adapt communication style and storytelling strategy according to audience and business needs.Shares best practices to define and execute on a landing and communication plan (e.g., target audience(s), communication strategy) informed by Microsoft's security principles. Leads the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Leads others to work across teams (e.g., Landing, Design, Engineering, Supply Chain, Finance, Technical Program Management) to ensure all program requirements are understood and can be met.Business Program ManagementLeads a portfolio of projects including the project plan, documentation of roles and responsibilities (e.g., responsible, accountable, consulted, informed [RACI] framework), timelines, milestones, financial management, performance metrics, and/or resource needs for highly complex programs. Communicates the program status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes. Establishes objectives and success criteria for the project in an inclusive collaborative manner with all stakeholders.Provides insight to lead others to understand mapping or how people, process, technology, and systems work and impact one another using process flow mapping tools. Leads the collaboration including leveraging other teams (e.g., Supply Chain, Engineering, Sales) and stakeholders to ensure program processes are rigorous, informed by security principles and executed efficiently. Develops processes around scope and scheduled changes for programs impacting the broader unit, and communicates it to stakeholders. Recognizes process gaps/inefficiencies and drives strategies for optimization.Business Program Planning and DesignLeads others who work with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design highly complex security-, privacy-, and other regulatorily-compliant programs from initiation to delivery, independently. Provides expertise to produce collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.Leads the defining and tracking of success criteria (e.g., return on investment [ROI], service level agreements [SLAs], objectives and key results [OKRs] and key performance indicators [KPIs]) and performance metrics (e.g., quality, adoption, usage, impact, effectiveness) for the program, and identifying which data will result in data-driven decision making.Identifies and scopes opportunities to develop new programs and improve current ones impacting the broader unit. Leads the identification and resolution of root problems (e.g., root- cause analysis), definition of the program strategy, establishing and maintaining alignment with stakeholders/leaders, gathering of program requirements, identification of resource needs, creation of the project plan and targets, and working across teams to align on the plan of record. Improves operations of existing programs by applying identifying appropriate industry methodologies and best practices, defining and diagnosing highly complex program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues. Drives clarity in highly complex program issues and strives for simplification. Drives the incorporation of security principles into all planning processes.Performs program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examines business insights and trends (e.g., customer feedback and expectations) to identify stakeholders and program scope, stay current, agile, and competitive, and contribute to programs impacting the broader unit. Demonstrates thought leadership in contributing to overall business goals, objectives, and strategies, as well as short- and long-term business priorities (e.g., artificial intelligence [AI], security, efficiency, quality). Understands and identifies current program risks, impact, and develops mitigation plans impacting the broader unit. Other:
Embody our culture and values
Qualifications
Required/minimum qualifications
Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvementOR equivalent experience.Other Requirements:
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 qualificationsMaster's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvementOR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvementOR equivalent experience.Candidates should demonstrate strong program management skills, proven experience with cross-functional collaboration, and a deep understanding of support delivery frameworks. Familiarity with workforce management, capacity planning, and change management processes is essential. Excellent communication and problem-solving abilities are required to effectively advocate for CSS initiatives and drive operational improvements.Adaptability to rapidly changing environments, a proactive and innovative mindset, and exceptional emotional intelligence. Strong interpersonal skills, the ability to build trust and influence stakeholders without direct authority, and resilience in the face of ambiguity are also highly valued. Delivary Readiness Program Manager may include a master’s degree in business administration or a related discipline, certifications such as Project Management Professional (PMP) or ITIL, and experience working with cloud-based support models or mission-critical environments. Familiarity with data analytics tools, process automation, and digital transformation initiatives is also advantageous. Additionally, a track record of leading large-scale programs, managing geographically dispersed teams, and implementing continuous improvement methodologies (e.g., Lean, Six Sigma) would further distinguish a strong candidate.
Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 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
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.