Overview

With 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.

Business Operations & Programs Organization is looking for an experienced Business Program Manager to join the Business Operations Architecture Governance function and drive business data taxonomy design, configuration, implementation, and governance. This would include but may not be limited to the following aspects of business data taxonomy-data model design, definition & purpose, configuration guidance rules, exception scenario, master source, upstream source determination, deployment plans to configure entities and finally relevant documentation that describes all the above.
The successful candidate is a self-starter with proven skills in driving key initiatives with results through cross organizational engagement and has solid business acumen with broad knowledge of support business operations. The candidate will be a problem solver and be resourceful, able to drive change, be creative and willing to work with and through others to be successful. Demonstrated excellent communication skills and analytical thinking are necessary for driving a high level of impact in this role.

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:

Work with the Business Operations Architecture Lead to execute the roadmap for business data taxonomy configuration.

Drive Taxonomy design with entity owners(SXG, S&O, WMP) as well as Customer Experience & Success Business Intelligence (CES BI) teams while acquiring in depth expertise on operational functions use of the entity, identifying master source or upstream source.

Collaborate with key stakeholder groups (including leadership, entity owner, operational function teams and SBU Configuration SMEs) and develop data model design evaluating how related entities must be inter-connected to unlock operational efficiency and support scaling of operational functions

Engage on strategic initiatives to provide data taxonomy architecture expertise for successful design and configuration of entities, while identifying additional opportunities for Business Operations Architecture aligned configuration.

Establish definition and purpose for each entity along with exception scenarios and rules for configuration.

Lead entity maintenance rhythm of business to ensure ongoing configuration of entities in line with the design, Influence and manage exceptions to design while clearly documenting current circumstances for exceptions to be considered.

Develop and apply best practices for governance and management for key business data taxonomies.

Partner with the CES BI to orchestrate initial configuration, implementation of business data taxonomy as well as ongoing transactional change management to ensure requests are managed through standard intake, approval workflow including controls and communications for the change.

Qualifications:

Required Qualifications:

Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience.

Additional/Preferred Qualifications:

Experience as workstream leads through major implementations and deployments and/or roll outs from blueprint to go-live
Successfully managed multiple projects requiring cross functional org engagement and influencing stakeholders to achieve project outcomes

Proven experience in engaging with clarity and purpose across multiple programs, playing the role of a PM, Workstream owner, Workstream lead.

Demonstrated ability to communicate well with technical and non-technical audiences, and contribute modeling expertise as a team player

Able to deal with ambiguity: can effectively cope with change; can shift gears comfortably; can act without having the total picture; can comfortably handle risk and uncertainty

Excellent written and oral communication skills, particularly the ability to synthesize complex issues/scenarios into easy-to-understand concepts

Ability to work with different cultures and stakeholders across geographies​

Analytics to integrate, consolidate, and understand business processes to provide information to allow decision making

Ability to manage risk and issues in projects and support

Experience with Business Taxonomy management & Governance or similar programs will be a plus

Knowledge of Customer Support Operational functions such as Business Intelligence, Staffing, Scheduling, Planning and Service Delivery operations will be a plus

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.

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.