Business Program Manager

Microsoft Business Operations is responsible for the contracting, performance management, and continuous improvement execution activities for all outsourced global service providers supporting a wide range of business units within Operations Service Center. Our Mission is to be trusted advisors who anticipate and operationally execute on Business Process Outsourced agreements and opportunities delivering value to both Microsoft and our Customers.

The Business Program Manager oversees existing applications and builds the new version of our “processing factory” using cutting edge technology like Copilot and generative artificial intelligence (GenAI). The Business Program Manager will be part of a team that leads the successful design, development, and implementation of system initiatives, programs and changes. This includes making sure customer satisfaction is not affected and that cost/benefit impacts are thoroughly evaluated. The Business Program Manager will collaborate with a large network of stakeholders and teams located in the Americas, Europe, and Asia

The Buisness Program Manager should be able to work effectively in a complex and diverse global organization, demonstrate solid organizational, communication, people management and influencing skills, and have a proficient focus on giving Business Program guidance in a fast-moving environment.

If you are passionate about excellence, creating technical solutions for operational improvements and motivated by the challenges that come from driving innovations that affect how the world lives, works and plays, then we encourage you to explore Microsoft Operations - and the value we provide across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work. We make doing business with Microsoft easy.

Responsibilities

Partnership and Collaboration

• Builds cross-team coordination and community of business and engineers to address increasingly complex challenges and opportunities in the areas of business and technology integrations, and to deliver Business Programs.
• Garners support with internal stakeholders for solution vision, strategy, and roadmap to gain buy in and alignment. Engages with stakeholders to clarify requirements for an increasingly complex, high-impact solution, work through evolving needs and experiences, discuss scenarios, and communicate successful features and user stories. Begins to advocate and solicit input from others regarding priorities, deliverables, resources, and dependencies to deliver expected outcomes.

Solution Definition and Design

• Develops the vision, strategy, and experience of an increasingly complex, high-impact solution area for a domain area (e.g., D365, Power Platforms, CoPilot, AI Solutions, etc.). Aligns Business Programs with overall business strategic objectives.
• Define, design, and collaborate with engineering to build complex GenAI and Copilot solutions addressing diverse issues in manual processing centers. 
• Understands and translates the complex opportunity areas and problem statements into business requirements for all engineering teams working on the solution(s). Helps to translate the customer requirements to technical terms for the engineering team(s). 
• Partners with Engineering Teams to design roadmap(s) for complex solution area(s) and develop business and functional requirements. Understands and incorporates technical and business needs to the development of roadmap for solution area(s). Defines the features and functionality of increasingly complex, high-impact solution areas for internal Microsoft products and tools, and/or configures the design features of an increasingly complex, high-impact solution. 
• Understands and prioritizes complex problems and solution areas. Identifies transformational opportunities, privacy / compliance concerns, or improved agent productivity experiences that will support achievement of business goals. Collaborates with internal stakeholders and customer