Customer Experience Program Manager

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.

Within that space, Microsoft’s Cloud Operations & Innovation (CO+I) team is the engine that powers our cloud services. Our infrastructure is comprised of a large global portfolio of more than one hundred datacenters and one million servers. Our foundation is built upon and managed by a team of subject matter experts, who work tirelessly to support digital services for more than one billion customers and twenty million businesses in over ninety countries worldwide.

With environmental sustainability and optimization at the forefront of our datacenter design and operations, and the overarching Microsoft mission to empower every person and every organization on the planet to achieve more, we have ambitious plans to grow and evolve as we meet the ever-changing and ever-increasing business demands that position Microsoft as a world-class provider. Underpinning these business imperatives, 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.

To help us achieve our objectives, growth, and transformation, we are seeking a Customer Experience Program Manager to support the team responsible for the central operations within the Global and Region Expansion Team. This role will help drive the organization’s rhythm of business, identify and execute organizational initiatives, and implement business processes to meet strategic objectives and priorities. Candidate will excel in strategic planning, data and analytics, and business and program management to be successful in this role. This is a leadership opportunity for someone who thrives in a high growth, fast-paced environment and possesses collaboration experience, executive presence, and influencing skills.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every. As a group, CO+I is focused on personal and professional development for all employees and offers training and growth opportunities including Career Rotation Programs, Diversity & Inclusion trainings and events, and professional certifications.

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

Strategy Execution & Activation

• Leads strategy execution & Objectives and Key Results (OKR) management in partnership with the leadership team for Global and region expansion team (GRET)
• Facilitate execution of leadership team strategic planning, white papers, key results reviews, training
• Develop and execute an org-wide engagement plan
• Serve as an extension of the Leadership Team (LT); prep the LT for stakeholder and/or customer meetings.
• Drive cross-team projects as needed to meet the changing needs; create clarity on ambiguous projects and develop plans for execution
• Prepare and present regular status reports to leadership
• You will drive team culture by getting a pulse on organizational health and leading cultural initiatives. This will involve driving training completion rates, identifying team strengths and development areas, and ensuring a healthy compliance scorecard

Blocker Resolution

• Anticipate issues or elevate/escalate as issues arise. work with your team and stakeholders/partners to develop solutions and plans to provide resolutions to blockers.

Process Optimization

• Assess and optimize current processes and operations.

Evaluation and Storytelling

• Expert communicator.

Special Projects & Programs

• Serve as program manager for special projects & programs as needed

• Oversees budgets, forecasting, headcount planning, and discretionary spending while driving c