Business Manager in Redmond, Washington

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.er text for Management

CSS’s Strategy Planning & Employee Engagement (SP&EE) team is looking for a Business Manager to help manage the day-to day running of the business and drive the budget planning process for ongoing review. If you thrive in dynamic roles, excel in operational excellence, and enjoy empowering leaders to succeed, then this position is for you. Imagine being at the center of strategic decision-making, enabling the CVP to lead impactful organizational progress. If you”re ready to collaborate with diverse teams, gain valuable insights into high-level business operations, and contribute to initiatives shaping the future of Customer Service and Support at Microsoft, join us in a dynamic environment where your work will drive meaningful change.

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

Business Operations

• Partners with the leadership team to develop and execute planning processes, ensuring coordination with corporate planning processes as well as planning integration across the broader organization. Helps in managing the team’s rhythm of business (ROB). Works with cross-company/team counterparts to manage team participation as needed for key business events, next fiscal year planning, running business reviews, and other strategic business planning activities. Collaborates with the leadership team to articulate objectives that are in alignment with the goals of the organization. Reviews adherence to privacy and compliance.

• Ensures internal continuation of business operations during all times, including periods of change or special circumstances. Contributes to finding workable solutions to business problems. Communicates business continuity plans with Microsoft corporate Crisis Management, Business Continuity teams, and with partners.

• Collaborates with internal stakeholders and Microsoft teams to oversee the creation and implementation of execution plans. Ensures alignment for strategy initiatives across functions for their area of ownership. Identifies best practices for strategy execution, leverages information, advocating for business cases, and may present cases to leader. Researches and proposes options to the leadership team. Tracks and reports on key performance indicators (KPIs); may define measurement plans.

• Uses understanding of the organization’s strategy and deliverables for the upcoming year(s) to design budgets. Uses short and/or long-term forecasting plans built in collaboration with the leadership team. Contributes to identification

• of actions that can course-correct and drive performance improvement. May manage complex budgets with significant negotiation. Works with Procurement team to coordinate future resources. Collaborates with leaders regarding resource management planning.

Maximizing/ Extending the Leader

• Leverages or continues to build broader networks to foster strong relationships that support execution across the business. Manages and cultivates relationships with leaders and peers of internal teams.

• Leverages knowledge of the leader’s goals and approach to ensure team activities are aligned with the leader’s objectives. Supports the leader in communicating key goals, priorities, and definitions. Maximizes a culture to support and represent the leader and team. Participates in and provides perspective and a point of view to the leader on specific areas within or external to the organization, and with regard to communications, budgets, people, and the team pulse. Informs tactical and strategic business decisions for leader. Supports the landing of organizational changes (e.g., employee data management, skilling plans, landing quota).

Organizational Health

• 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.

Special Projects/Programs and Initiatives

• 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.

Specialty Responsibilities

• Supports the development of content for internal communication. Partners and leads communications team to land internal and/or external content. Communicates relevant information to the organization as required.

• Leverages manager input to create foundational and storytelling content to articulate strategies, results and goals for internal and external forums (e.g., external or customer meetings, executive meetings, event presentations). Synthesizes findings within workstream and identifies links to broader strategic efforts for content and external facing thought leadership. Leverages understanding of audience needs to ensure content is tailored to audience preferences and breaks down complex information into actionable steps for audience. Carries out related reporting and exception management as required.

• Helps drives accountability for the team and organization in executing core business activities. Uses understanding of priorities based on scorecards and communicates in a simple way. Aligns priorities with key performance indicators (KPIs) and performance metrics. Creates clarity in ambiguous situations to facilitate and drive prioritization and decision making for leaders across the organization. May use qualitative data for tracking performance.

Other

• Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture)

Qualifications

Required/Minimum Qualifications

• Bachelor’s Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 4+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles

• OR equivalent experience.

Additional or Preferred 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 Master’s Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 3+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related role

• OR equivalent experience.

Business Management IC4 – The typical base pay range for this role across the U.S. is USD $94,600 – $183,800 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 $122,000 – $200,500 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 December 21, 2024.

#CES #CSS

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) .