New 
Director, Business Program Management - Building Agentic Support Solutions
 Microsoft | |
 United States, Washington, Redmond | |
 Aug 22, 2025 | |
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OverviewWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.Microsoft CSS is one of the largest customer service organizations in the world, comprising tens of thousands of support engineers assisting more than one billion customers worldwide across voice calls, emails, and live chats.As the Director, Business Program Management - Building Agentic Support Solutions within the Technology Strategy & Innovation team, you will be responsible for driving programs, support experiences and virtual teams to transform people, processes, and technology for our customers and employees. You will lead or work on programs which leverage the power of AI to provide better customer service and experience, reduce toil by our employees, drive efficiency throughout business processes, and become a showcase for our global customers. This is a Puget-sound based role with an expectation to spend up to 50% of the time on Redmond campus.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.
ResponsibilitiesOversees a portfolio of projects and day to day programs including the project plans, timelines, milestones, financial management, performance metrics, and/or resource needs for crucial programs.Utilizes direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly.Drives the definition of the vision and strategy for change, broad and specific impact, and the flow of communication to the organization to ensure buy in and adoption of the new program or change by others in the organization.Drives the identification and resolution of root problems (e.g., root-cause analysis), the definition of the program & experience strategy, gathers requirements, identifies resource needs, creates the program plan and targets, and works across teams to align on the plan of record.Acts as a subject matter expert to evangelize crucial programs and experiences to stakeholders, partners, and customers to gain buy in.Drives the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence and holds them accountable for following the established schedule, risk mitigation plans, and processes.Drives the collaboration and leverages other teams (e.g., Engineering, Delivery, Operations, Responsible AI) to ensure program processes are rigorous and executed efficiently.Develops processes around scope and scheduled changes for programs impacting Microsoft and communicates it to stakeholders.Provides deep expertise to conduct cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]) and leverages monthly business review revenue (MBR) to drive strategic and overall performance decisions with stakeholders and runs rhythms regularly to identify what is working and what is not and makes improvements accordingly.Identifies and scopes opportunities to develop new programs and improve current ones by performing research and analysis, driving consensus and clarity to prioritize key business goals, and identifying current program risks and mitigations.Improves operations of existing programs by applying industry methodology, defining crucial complex program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues.OtherEmbody ourcultureandvalues. | |