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Sr. Quality Business Program Manager

Microsoft Corporation

This is a Full-time position in Atlanta, GA posted March 31, 2021.

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.

You can help us to achieve our mission.With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CE organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.**Responsibilities****Leadership and Business Planning:**+ Work seamlessly with the leaders of the business units and stakeholders to ensure alignment with customer and business needs, providing data driven insights, and delivering against challenging impact goals.+ Work across-org/team counterparts, listening to diverse perspectives and bringing together a unified way forward with a focus on a consistent, scalable approach that delivers for customers.+ Partner with Engineer Groups and other stakeholders to execute as OneMicrosoft on org-wide initiatives.+ Drive high-impact cross-team projects as needed to meet the changing business environment and ensure the team is achieving commitments.+ Lead additional ad-hoc strategic projects, which may emerge in alignment with business needs.**Business Integration:**+ Bias towards measured impact for customers, using program management expertise, service, and support operations experience, and results driven tactics to deliver results.+ Drive strategic initiatives and provide thought leadership.

Proactively identify and manage risks to business group success and provide solutions/recommendations.+ Identify opportunities to create cross group collaboration and synergies.+ Demonstrate discretion and professionalism when working with leadership team on sensitive business and organizational issues, manage ambiguity and propose workable solutions to challenging problems.**Technology, Analytics, and Process:**+ Grow and evolve the proactive and predictive approach to quality using your deep understanding of data, machine learning and statistics.+ Lead quality performance health checks using technology and data to ensure sustained results and to identify and manage risks.**Primary responsibilities include:**+ Lead, orchestrate, and evolve a key priority of the Quality strategy, across business units and stakeholders.+ Deliver a consistent, programmatic approach while achieving key results to create increased consistency in delivery of great customer experiences.+ Proactively engage with business unit leaders, ensuring sponsorship commitment and prioritization, and active engagement in change management initiatives.+ Be an evangelist and catalyst for the Program deployment and provide thought leadership for innovation.+ Demonstrate discretion and professionalism.

Lead with OneMicrosoft and Customer focused mindset.+ Manage the related portfolio of work to ensure customer outcome and programmatic goals are achieved.+ Proactively identify and manage program risk to success and provide mitigation solutions.+ Manage standards, processes, and procedures to ensure agile delivery and consistent operations that achieve key results.+ Assure project timeline confidence by ensuring they are holistic and have commitment from delivery organizations.+ Partner with the BI team to ensure delivery to program business requirements and model quality requirements.+ Guide development and delivery of key program operational insights by combining quality analysis with business understanding.+ Ensure consistent and thorough measurement logic, and Key Results definition and reporting.+ Create monthly program updates to demonstrate performance, key business insights, risks, and opportunities to accurately demonstrate progress and impact.**Qualifications****Key Skills required:**+ 7+ years of business experience; self-motivated, confident working at a senior executive level and comfortable working in a large global matrixed organization+ Prior experience as a senior Quality leader in a fast-paced global software or technology company+ Relevant progressive work experience applying statistical and other analytical methods to business problems to driving improved decision-making and outcomes.+ Demonstrated success in building consensus across teams, while at times having “difficult” conversations to move work forward.+ Prior experience and success with adapting quickly to new business environments to lead strategic implementation of large-scale program within first 30-60 days+ Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels.+ Ability to work in a fast paced, sometimes ambiguous environment, and quickly assimilate new information and new technology.+ Demonstrated ability to synthesize technical data and data led insights into meaningful business messages to create a holistic story.**Education:**+ B.S in Mathematics, Economics, Statistics, Computer Science, Data Science+ Graduate education in Business or Marketing preferred+ ASQ CQE, Six Sigma Black Belt, or Master Black Belt certification preferredMicrosoft is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.


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