HR GM Solutions, Customer Experience & Success

The HR GM Solutions, Customer Experience & Success (S, CE&S) leads a team of incredible HR Business Partners in support of Commercial Solution Areas (CSA) and CE&S (Customer Experience & Success). This is a fantastic opportunity to provide both direct HR leadership for two global MCAPS businesses at scale (~20,000 combined FTEs), and to deliver indirect leadership – role evolution, change management, skilling, planning, compensation, talent management - across the global STU (Specialist Team Unit) and CSU (Customer Success Unit) teams, while also serving as a member of the Geo-MCAPS HRLT.

These businesses are critical to our Microsoft sales strategy, execution and customer experience success, are front and center for the AI journey – both in landing our innovations with customers and as customer zero for our products (e.g. Services Copilot), and the unique makeup of the organizations require working across the broader Microsoft ecosystem – from Engineering, to Marketing, to Business Development to Finance to deliver success.

The Human Resources General Manager (HR GM) role leads the HR team responsible for the people strategy and practices across SCE&S organization. This role partners across business and HR to bring the full capability of Microsoft to bear in achieving organization excellence, talent strategy, and leadership capability in alignment with the People Plan.

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. Within HR at Microsoft, our mission is to empower the people who empower the planet. You can help us achieve our mission. 

Responsibilities

People Management 

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring. 
• Model - Live our culture; Embody our values; Practice our leadership principles. 
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn. 
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others. 

Organizational Design & Diagnostics 

• In partnership with HR leaders and/or business leaders, leads the holistic organizational planning (i.e., talent, structure, culture, process) based on business needs. 
• Leverages and adapts system models, uses diagnostics and data to analyze organizational problems, and leads improvements in talent pyramid, talent management processes/programs, employee satisfaction/engagement, and organizational effectiveness of the client organization. 
• Integrates disparate sources of information together based on the analyses provided by HR Business Insights. Interprets data, identifies trends/themes, and presents trends to senior leadership. Makes connections with the business as well as the broader system and HR community to identify if issues are systemic or acute. 

Change Design & Orchestration 

• Defines the direction and scope of change and leads changes to new or existing programs or processes for a client, organization, or time zone. Instills advanced, large-scale, and/or complex change management plans in structure, cultural change, or programs/processes.  
• Supports and guides organizational leadership team on their business and culture transformation process. 
• Applies understanding of internal and external business drivers to guide the leadership team through ongoing business evolution and changing ways of working. 

People Plan & Strategic Talent Management 

• Collaborates with business leaders to identify business priorities and provides strategy analysis to understand the implications of strategic choices within and across organizations. Ensures that the people strategies and organizational strategies are effective to achieve desired business outcomes. 
• Leads the efforts to identify gaps in the execution of business strategies and consults business leadership on clarifying and executing business strategies as an HR expert. Leads their team to develop and implement interventions. Ensures interventions improve the clarity of business strategies and address the gaps in strategy execution. 
• Influences the design and implementation of strategic tale