Microsoft Customer Experience & Success (CE&S) is on a mission to empower our customers to accelerate business value through positive customer experiences that leverage Microsoft’s products, services, and partnerships.

The Global Customer Success (GCS) Organization within CE&S is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence. Here, the customer is at the center of everything we do.

This role is flexible in that you can work up to 50% from home.

The Customer Experience and Architecture Programs team transforms the customer’s support experience through technology and process innovations, knowledge Management, and data-driven insights .

Intelligent Assignment (IA) is one such initiative which focuses on delivering best-in-class processes and technology to improve customer satisfaction by quickly assigning cases to the best available agent.

We are looking for a passionate, detail-oriented and a systemic -thinker as a Business Program Manager to join the IA Operations team. As a member of the IA Operations team, you will be executing and optimizing processes and procedures as we onboard Support businesses to Intelligent Assignment (IA) capability. You will develop subject matter expertise and contribute to the development of standard operating procedures. You will influence policies and procedures along with requirements for tools across multiple integrated processes and teams as the Intelligent Assignment (IA) capability is developed within our systems. You will accelerate your career growth by developing a deep understanding of our support operations including creating and maintaining system configurations, directly interface with lines of business to drive issues to resolution, drive cross organization collaboration, and deliver impact that result in improved customer experience. You will examine business trends and identify opportunities to improve programs.

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

With minimal coaching, you will work with cross-functional stakeholders to –

• Drive operational workflows & requirements for tools, systems, and processes across multiple integrated processes and teams.
• Onboard lines of business & new products onto Intelligent Assignment capability. You will define and execute on a landing and communication plan, leading the rhythm of business during execution.
• As you contribute to or lead a portfolio of projects, you’ll communicate the program status and risk to stakeholders, and hold them accountable to following the schedule. You’ll also work with other teams to ensure programming processes are executed efficiently.
• You will conduct cost-benefit analyses, collect, and evaluate success metrics, and use other analytics to examine performance, derive value, and identify risk and opportunities. You’ll also influence and manage change in the organization.
• Promote the program and gain buy-in from stakeholders, partners, and customers.
• Create reports, templates, specifications, guidelines, and related materials.
• Create and manage training on systems, tools, and processes for Intelligent Assignment operations.
• Lead projects, provide guidance and training to less experienced personnel.
• Analyze requests for specific requirements and with a cross-functional team to determine the best operational solutions.
• Monitor, analyze, troubleshoot, and implement corrective actions of system configurations & process.
• Be the escalation point of contact for your lines of business to drive issues to resolution.
• Build processes to configure and train existing and new machine learning models for Intelligent Assignment
• Contribute to development of internal metrics, measures, and dashboards for monitoring performance and driving improvement throughout the process. Review and resolve process exceptions and errors, drive reduction in occurrence rates.
• Other
• Embody our culture and values
  

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement
• OR equivalent experience.
  
  

Business Program Management IC5 - The typical base pay range for this role across Canada is CAD $118,800 - CAD $214,800 per year.

Certain roles may be eligible for benefits and other compensation. Find additional pay information here:https://careers.microsoft.com/v2/global/en/canada-pay-information.html

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.