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Job Details
Posted date: Jan 30, 2026
Category: Business Program Management
Location: San José, San José
Estimated salary: $45,000
Range: $45,000 - $45,000
Employment type: Full-Time
Work location type: 0 days / week in-office â 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 Microsoftâs products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customersâ 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 Microsoftâs portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The workforce management and planning team is responsible for designing and governing enterprise-wide workforce planning, scheduling frameworks, and resource optimization across a complex, multi-region service delivery ecosystem.
Microsoftâs 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
Acting as a key functional leader and advisor to business leadership, this role leads the full lifecycle of workforce planning and strategyâfrom demand forecasting and capacity planning to risk mitigation and
delivery assurance. The ideal candidate brings deep expertise in strategic planning, program management, partner governance, labor compliance, and scenario-based modelling, with a track record of cross-functional leadership and stakeholder engagement.
Key responsibilities:
Designing and delivering modernized industry âbest in classâ resource planning services to our global Customer Services and Support SBUâs. Utilizing leading tools & processes which drive efficient staffing, resulting in SLA attainment and high customer satisfaction.Oversee and validate forecasting outputs, ensuring labor laws & vendor contracts are adhered to & flag risks.Continuously improve E2E planning and tooling capabilities whilst driving industry standard outputs
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 improvement OR equivalent experience.Must be fluent in English, both written & verbal6+ years of workforce and strategic planning experience, with a strong working knowledge of multi-site contact centre operations and job functions for either FTE or BPO based operationsAdditional or preferred qualifications
Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR equivalent experience.Experience with 24*7 Contact Centre OperationsMust be flexible in accommodating stakeholders in varying timezonesUnderstanding and working knowledge of contact center resource calculation methods.Experience using database applications to consume large volumes of data and translate to insights.Experience with industry standard WFMT applications.Ability to work independently in a high productivity and time sensitive environment, proven organisational skills and attention to detail.Elevated level of accuracy and flexibility in work assignments, producing a high volume of work promptly, never sacrificing quality of work for quantity of work..Ability to manage high pressure situations.5+ years management (e.g., people, project, process, vendor, change) experienceExpertise in executive storytelling and presentationsExperience with AI technologies and efficiency levers in a contact center environment
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.
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