Business Management in Multiple Locations, United States

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

The Americas Business Management primary role is to assist the MWC Americas Leader with critical planning and operational activities essential to the business. The Business Manager will support the leader by leveraging knowledge of operational structures and strategy to ensure business activities are aligned with the leader’s objectives and may handle responsibilities related to budgeting, operational and organizational health as well as executing the rhythm of business. The role requires collaboration with senior leaders and internal/external partners to develop plans, articulate potential benefits, and ensure alignment across groups.

Our Customer Support Business Unit, CSS Modern Solutions & Support (MSS), is dedicated to elevating Microsoft”s customer support experience throughout the lifecycle of support. We play a pivotal role in helping customers unlock the full potential of their technology, guiding them from initial decisions and purchases to onboarding, use, self-help, assisted support, and growth and retention. Through our global reach, we provide both proactive and reactive support for a wide range of Microsoft products and solutions, including M365, Xbox, devices, advertising, partner programs and commercial programs. By doing so, we empower our customers to achieve their goals and maximize the value of their Microsoft products and solutions. 

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

Response and Resolution:

• Drives business direction and responsibility for leadership team to manage the planning process ensuring coordination with corporate planning processes as well as planning integration across the broader organization. Drives the architecting, developing, and executing the rhythm of business (ROB). Works with senior leaders to drive outcomes. Provides direction for identifying and determining objectives to execute which are in alignment with the goals of the organization. Drives business review cadence. Ensures adherence to privacy and compliance.

• Executes business plans to ensure continuation of business operations at all times, including in adverse conditions, in accordance with corporate governance. Ensures checks and balances are in place for the team to ensure Microsoft’s best interest with regard to strategic partnerships necessary for continuity of business. Strategizes and develops business continuity plans with Microsoft corporate Crisis Management and Business Continuity teams.

• Collaborates with internal stakeholders and Microsoft teams to oversee the creation and implementation of execution plans. Sets best practices for strategy leveraging consolidated information, advocating for business cases, and presents cases to leader and business partners. Leads and oversees processes to ensure alignment across groups. Establishes key performance indicators (KPIs) in alignment with strategy to help streamline business strategy. Works with the organization to establish and report against targets, and adjusts targets if necessary.

Readiness:

• Leverages relationships to influence and advise on strategic decisions, content, and/or expertise. Leverages key partnerships to drive the agenda for the leadership team and ensure follow up. Manages and builds relationships with senior leaders and executive internal leaders. May interact with a broader array of high-level partners. Creates alignment within partnerships by providing an objective point of view, ensuring all voices are heard, synthesizing ideas, and creating an action plan.

• Leverages knowledge of the leader’s goals and business approach to ensure business activities are aligned with the leader’s objectives. Supports the leader in one or more key business management areas (e.g., setting key goals, priorities, and definitions; team culture and health; communications; budget/finance; industry/specific business knowledge).Synthesizes information into insights that inform business decisions, leveraging expertise to influence the leader and leadership team. Leverages people management/influence expertise to assist leader with people management as needed. Lands organizational changes (e.g., employee data management, skilling plans, landing quota)

Product/Process Improvement:

• Monitors team/organization health and supports the leader in responding to team culture issues, as well as promoting culture initatives (e.g., Diversity and Inclusion [D&I], hiring, onboarding) while partnering with Human Resources to do so. In partnership with Human Resources, tracks Microsoft Poll responses and assists with a response. Tracks the use of role-based compliance trainings and new trainings; drives the training completion rates. Plans and executes on trainings. Ensures a healthy compliance scorecard for the team/organization.

• Contributes to cross-team projects as needed to meet the changing business environment and manage business needs. Engages in well-defined projects/programs while executing aspects of projects/programs for larger areas, including work on strategic efforts that require hands-on experience which may be across multiple disciplines

Business Integration:

• Leads executive-level communication with a variety of internal audiences. Optimizes the manager’s time by organizing the daily communications of the leader; performs triage and ghostwriting on behalf of the leader to expedite leader’s time responding to emails. Develops presentations and messaging related to the team’s mission and key projects. May perform executive-level communication with a variety of audiences. Ensures alignment with business priorities. Proactively seeks out relevant content to communicate to the organization.

• Designs and oversees the creation of foundational and storytelling content within the organization and may do so within the industry. Uses understanding of audience needs to ensure the optimal use of leaders’ time. Synthesizes findings within workstream and identifies links to broader strategic efforts for content and external facing thought leadership. Provides direction for criteria used to break down complex information into actionable steps for audience; organizes executive visits, including global events with customers. Carries out related reporting and exception management as required.

• Drives accountability for the team and organization in executing core business activities. Reviews performance, commitments, execution, and leverages stakeholders to achieve results. Serves as a point of contact while understanding the business status and industry trends. Oversees corporate governance and performance management by providing insight and guidance into prioritizing performance metrics, defining and monitoring forward-looking key performance indicators (KPIs), communicating to senior leadership on progress, and evangelizing processes from the top levels of the company. Demonstrates achieved implementation and high-impact business value (e.g., executive-level recognition) for partners and the company. Creates clarity in ambiguous situations to facilitate and drive prioritization and decision making for leaders across the organization.*

Other:

• Embody our culture and value (http://culture%20and value)

Qualifications

Required/Minimum Qualifications:

• Bachelor’s Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 6+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles

• OR equivalent experience.

Other Qualifications:

• 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.

Additional or Preferred Qualifications:

• Bachelor’s Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 8+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles

• OR Master’s Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 5+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles

• OR equivalent experience

• Direct customer support or program management experience

• Prior multi-disciplinary business experience with the aspiration and potential to grow as a broad business leader. 

• Demonstrated experience in planning, execution, cross-group collaboration, communications, analytical capabilities, and attention to detail. 

• Passion and proven record for execution with measurable results; focus on delivering impact. 

• Interpersonal skills, innovation, and the ability to motivate, inspire, and lead cross group/functional teams with a high degree of independence and success. 

Business Management IC5 – The typical base pay range for this role across the U.S. is USD $115,000 – $200,300 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 $146,200 – $219,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until January 12, 2025

#CES #CSS #MW #Teams

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .