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Microsoft Corporation Director of Business Programs, Customer Support Delivery Design in Cambridge, Massachusetts

Microsoft is currently looking for a Director of Business Programs who is effective at working with both senior and operational customer stakeholders to drive a range of outcomes across strategy, design deployment, operations, and end-user adoption with direct focus on Cloud Consumption as a business outcome. This role will be accountable for designing Delivery Programs in support of achieving Cloud Consumption objectives and Business Value Realization across engagements within our largest and most complex accounts.

The Director of Business Programs holds the responsibility of monitoring end to end Integrated Account Planning, Consumption Execution rigor, support delivery quality, incubation of new programs/processes to drive Consumption planning and execution, and cross-domain organizational alignment for engagements tied to customer business drivers enabled within their Cloud Consumption objectives. The role is accountable for delivery outcomes directly tied to Consumption execution outcomes, though much also drive with customer satisfaction in mind to enable our customers to become fans of our Cloud platforms. This work will be achieved through effective management of multiple delivery programs, driving Cloud Consumption-focused outcomes in support of success engagements, and ensuring the experience fulfills the customer promise.

This is your opportunity to work with leading edge technologies and solve complex IT and business challenges across Microsoft Solutions to drive significant consumption. You will work cross functionally with teams such as the Customer Success Unit (CSU), Customer Service & Support (CSS), Engineering/Product Groups, and our Field teams. You will be accountable for end-to-end success engagement support execution with a focus on promoting and driving customer consumption, and further adoption of all Cloud-based platforms.

About the Organization:

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design and implementation of Microsoft’s end-to-end customer experience. This newly established organization reflects Microsoft’s ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customers’ expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience that is rooted in our commitment to customer success.

Responsibilities

You will demonstrate a complete understanding of our largest and most complex customers and Microsoft's business challenges and priorities to deliver high-quality services and support to meet their expectations. You will achieve high client satisfaction by building effective services and offerings to improve Microsoft’s relationship with customer executives and leadership. You will promote an environment of growth and innovation that proactively delivers increased value to customers. You will lead the architecture, incubation, testing, and delivery of complementary programs across the end-to-end support experience to ensure the experience fulfills our customer promise while delivering towards Cloud Consumption objectives and business outcomes.

  • Demonstrated knowledge of Microsoft’s largest and most complex customer strategies, objectives, critical success factors, competition, and industry trends to ensure quality delivery of services.

  • Demonstrated experience at managing customer consumption commitments and operational health required to maintain trending analysis to dictate business decisions based on trend factors.

  • Proven capabilities at being accountable for improving overall customer satisfaction targets. Proven history of being responsible to build and maintain strong relationships within Account Teams with the objective of being a trusted business partner within Microsoft on behalf of their customers. Proven track record of having proactively worked with Account Teams to identify customer business objectives, priorities and directions, critical success factors and apply this knowledge to establish and implement services and programs towards improving the customer experience while managing towards Cloud Consumption targets.

  • Experienced in collaborating and leading across cross-domain organizations on behalf of the customer experience and their Cloud Consumption contractual requirements, including among Engineering, Product Groups, CSU, CSS and Consulting Services.

  • Proven experience in reporting to and updating executive management on the development of strategic programs, project goals, and progress made.

  • Developed long-range plans to achieve strategic objectives on behalf of customers and have been accountable to measure towards progress against aggressive timelines.

  • Implemented customer satisfaction programs to ensure new services and offerings are based upon a continuous improvement plan.

  • Experienced in monitoring and managing performance metrics.

  • Accountability towards reducing new program and offering cycle time, eliminating defects, and improving both time and quality of delivery engagements focused on meeting Cloud Consumption targets and business outcomes.

  • Have an applied knowledge towards the end-to-end delivery of services in support of large and complex customers.Successfully managed overall gross margin, cost, scheduling, and service deliverables.

  • Strong understanding of the dynamics of complex customer political and cultural environments and can create a mutually beneficial relationship with the Account Team to grow the account and increase Cloud Consumption. Proactively worked with the customer Account Team to understand all priorities, define future business plans, and translate these needs into tactical plans that includes the forecasting of resources, priorities, and costs.

  • Have an applied knowledge of Project Management methodologies, processes, and tooling.

Qualifications

  • Can recognize team member strengths, align to current capability needs, and thus resulting in strong delivery results. Facilitate an environment of inclusion that leverages diverse perspectives and talent, to better represent and understand our global customers.

  • Creates a culture of customer engagement and leads to deliver successful customer outcomes.

  • Proven ability to lead with influence is a must.

  • Deep knowledge of the Support business models, governance process, governance design, and tools.

  • Ability to work and create structure in complex, matrixed, and ambiguous situations and can respond flexibly in time sensitive situations.

  • Strong end-to-end systems thinking with process orientation; ability to develop enterprise-wide solutions.

  • Strong program and project management skills; ability to drive in an environment where there are multiple strategic projects concurrently underway.

  • Strong relationship building skills to support the wide range of stakeholder connections needed to achieve results.

  • Ability to develop strategic frameworks, as well as translate key themes and tactics into understandable, executable components and messaging for consumption by a broad audience.

  • Well-honed written, verbal, and creative communication skills, including the ability to translate insights into content, presentations, and to create overall communication strategies.

  • Conflict / Negotiation management experience; demonstrated strong influencing skills.

  • High energy and a “can do” attitude. Ability to motivate both self and others for high impact.

  • Internal and external negotiation experience with ability to work across multiple organizational boundaries to build alignment.

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 (https://careers.microsoft.com/us/en/accommodationrequest) .

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

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