Microsoft Digital is responsible for building, managing, and securing the products, processes, and services that our company runs on. Microsoft Digital helps all Microsoft employees get their jobs done, by strategically managing and maintaining horizontal platforms such as SAP, Adobe, our business applications such as Dynamics 365, productivity, and collaboration experiences like Teams and SharePoint. As the first customer of our own products and services, Microsoft Digital’s charter is to influence and work with engineering teams across the company to build and grow the cloud products and services we deploy to enterprise customers at scale across the globe. The Customer Experience (CX) org within Microsoft Digital plays a critical role in the company’s digital transformation as we build and run the services to power and transform marketing, retail, commerce, industry solutions, and customer support & success for Microsoft. 

OneVoice builds and manages the critical products and services that enables Microsoft customer support interactions. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely. The team has deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions.

The OneVoice team is uniquely positioned to contribute to Microsoft’s digital transformation by reinventing the fabric to connect, host and support enterprise services and customer engagement infrastructure that are the bedrock of our company. The digital enterprise demands cloud scale customer support systems that enable the most seamless support experience to enable customers to resolve their technology concerns quickly and efficiently.

As a Program Manager in the Customer Experience OneVoice team, you will deliver projects that directly impact over 50 million customers who call Microsoft for customer support every year. You will help build products that enable customers to self-service, enable modern solutions for routing calls, and innovate on ways to improve the call center environment. The ideal candidate has a combination of technical knowledge and business acumen, helping assure that the engineering team is operating in an organized but agile manner to meet goals and deliverables. OneVoice is always looking for candidates that crave challenges and are comfortable working in a global team with a strong sense of cross-group collaboration. It is also critical that the individual be willing to get into the details of each project by assisting with the day-to-day project execution tasks to ensure successful project execution. Handling ambiguity well and driving pertinent long-term service strategies while handling conflicting requirements are essential to be successful in this role.

Responsibilities

Trusted advisor – Owns tracking, prioritization, and rationalization of customer, business, and technical requirements. Uses expertise to align with operability & customer scenarios that meet expected standards and KPIs, such as quality, cost, and customer satisfaction.

Provide oversight, governance, and direct leadership to ensure project work meets defined scope, cost, and schedule commitments.

Partner with multiple vendor-based managed service functions assuring they are meeting the engineering/operational deliverables in concert with other project deliverables.

Cross team collaboration – Works closely with engineering and technical teams to bridge customer requirements into practical solutions. Effectively partners with other team members to ensure a collaborative work environment that is focused on customer and team success.

Strategic thinker - Envisions the future needs of service delivery and brings forward recommendations for improvements that the joint team can collaborate on for future success.

Participates in developing the service lifecycle - Reviewing customer requirements, designing/building integrated solutions on new or existing technologies, supporting deployment/implementation, and providing ongoing support of the solution(s).

Multitasking and prioritization - Manage multiple efforts simultaneously to deploy and support the business services.

Qualifications

Knowledge, experience, and skills/qualifications:

5+ years of program management, continuous improvement, and change management skills on global cross-organizational projects

3+ years of experience with Call Center Technologies and related telephony systems

Strong analytic skills and the ability to synthesize complex data sets into clear written and verbal communications for stakeholders at all levels

Experience driving large, complex software programs and solutions with large virtual teams 

Preferred, not required:

Project Management Professional (PMP)

Certified Scrum Master (CSM)

Certified Product Owner (CPO) or SAFe PO/PM

Proven competency in strategic leadership, organizational agility, cross-team collaboration, drive for results, and written and verbal communications 

BA/BS in Business, Computer Science, or related field/experience

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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.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.