Customer & Partner Experience Manager

We are looking for a dynamic and visionary Customer & Partner Experience Manager to lead our organization through a strategic and comprehensive transformation. Position reports to the VP of Customer and Partner Success for Health Life Sciences (HLS). You will play a pivotal role in driving innovation, fostering agility, and implementing change initiatives that align with the Customer Success Orginization's (CSO) strategic goals. This is a unique opportunity for a seasoned leader with a proven track record of successfully leading organizational transformations. 

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.  In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

• Strategic Leadership: Develop and articulate a clear vision for the organization's transformation, aligned with overall business objectives. Collaborate with executive leadership to define and execute a comprehensive transformation roadmap.
• Change Management: Lead change management initiatives, ensuring effective communication and engagement at all levels of the organization. Implement strategies to foster a culture of adaptability, innovation, and continuous improvement. 
• Inovation and Technology Integration (Digital):  Identify and evaluate emerging technologies and trends that can drive operational efficiency and enhance business performance. Oversee the integration of technology solutions to support and accelerate transformation efforts.
• Operational Excellence: Streamline and optimize business processes to improve efficiency and effectiveness. Implement key performance indicators (KPIs) to measure the success and impact of transformation initiatives. 
• Cross-Functional Collaboration: Work collaboratively with functional leaders to ensure alignment of transformation efforts with business unit goals. Foster a collaborative environment that encourages cross-functional teamwork and knowledge sharing.
• Talent Development: Identify skill gaps and talent needs to support the transformation agenda. Develop and execute talent development programs to enhance the capabilities of the workforce.
• Risk Management: Identify and mitigate potential risks associated with transformation initiatives. Develop contingency plans to address unforeseen challenges.
• Reporting and Accountability: Establish reporting mechanisms to provide regular updates on the progress of transformation initiatives. Hold teams accountable for meeting established milestones and objectives. 

Qualifications

 Minimum Qualifications:

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 10+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management

  • OR equivalent experience.

• 8+ years proven experience as a transformational leader, with a track record of successfully leading large-scale organizational change. 
• 2+ years of enterprise experience leading, supporting, and implementing change initiatives that align with a Customer Success Organization's (CSO) strategic goals.

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:

• 5+ years of Healthcare experience working in business operations leadership roles  
• Six Sigma Black Belt Certification

Customer Experience IC6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits