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.

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.
Acting as a key functional leader and advisor to Workforce Planning and business leadership, this role leads strategic planning and supply health governance across the full lifecycle of workforce planning and strategy—from 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.

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:

Designing and delivering modernized industry ‘best in class’ strategic workforce planning services to our global Customer Services and Support strategic business units (SBUs). Utilizing leading tools & processes which drive efficient staffing, resulting in service level agreement (SLA) attainment and high customer satisfaction.
Develop and drive the strategic workforce roadmap, driving efficiency programs and ensure supply excellence while ensuring labor laws & vendor contracts are adhered to & flag risks.
Continuously improve end-to-end planning and tooling capabilities whilst driving industry standard outputs.

Qualifications:

Required Qualifications

• Master's Degree in Engineering, Business, or related field AND 4+ years process management, process execution, process optimization, or related experienceOR Bachelor's Degree in Engineering, Business, or related field AND 6+ years process management, process execution, process optimization, or related experience
• OR equivalent experience.
  Other Requirements- 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.

Preferred Qualifications

• Master's Degree in Engineering, Business, or related field AND 8+ years process management, process execution, process optimization, or related experience (e.g., data analytics)OR Bachelor's Degree in Engineering, Business, or related field AND 12+ years process management, process execution, process optimization, or related experience (e.g., data analytics)
• OR equivalent experience.
• Lean, Business Process Management Professional, Change Management (e.g., Prosci), Six Sigma, and/or Agile certifications
• 8+ years of workforce and strategic planning experience, with a working knowledge of multi-site contact centre operations and job functions for either full-time employees (FTE) or business process operations (BPO)/vendor- based operations.
• Understanding 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 workforce management (WFM) applications.
• Expertise in executive storytelling and presentations.
• Experience with AI technologies and efficiency levers in a contact center environment.

Process Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400 - $222,600 per year.

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

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.