Job Description

Are you passionate about the operational health of an organization? Are you driven to ensure proper management of major incidents to help provide quick resolution? Do you want to work in an open and inclusive environment where diverse perspectives are celebrated? If so, the Major Incident Manager for the Operations Command Center is for you. Our team is looking for a Senior Business Program Manager to help us design a best-in-industry Integrated Support Operations Center. This role will look across our operations to ensure we can plan, schedule, and respond to any business disruption that impacts our ability to support our customers.

As one of the largest services and support networks in the industry, Microsoft Customer Experience & Success (CE&S) helps more than one billion customers around the world each year. As a member of our team, you will be in the forefront of the Microsoft technologies with interactions across the full spectrum of our products and services, on premise and in the cloud.

You will be surrounded by people that are insatiably curious and always learning, obsessed about our customers, and who believe that world class support is critical to customer success. You will be part of a diverse team in an inclusive environment, where all opinions are valued.

About the Organization:

With over 30,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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&S 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.

Our culture is built around attributes that drive our every decision, and our every action.

* Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
* Continuous learning Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
* Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage new hires to feel included.
* One Microsoft - we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers.
* Making a difference - drive impact by looking for ways to continually improve your day-to-day responsibilities and the connections between your work and others.
* Own and lead the end-to-end strategy & experience of the Integrated Support Operations Center (ISOC) that is inclusive of all functions.
* Partner across engineering, architecture and product teams to drive long-range planning, strategy & experience for how we design our Integrated Support Operations Center to best service the CE&S organization.
* Develop and execute OKR (objective & key results) framework and change processes in alignment with CE&S expectations, and champion ISOC position and voice in CE&S planning efforts.

* Support and participate in strategic initiatives or cross-group projects contributing to the overall organizational strategy including, but not limited to, team offsites and incubation of new business initiatives.
* Create and implement accurate plans, develop success metrics and communication approach for these initiatives and projects.
* Create, maintain, and effectively disseminate project communication to stakeholders on key dependencies.
* Drive the feedback loop between strategy/experience and business operation decisions influencing resource and hardware investments.
* Own tooling strategy to drive common assets, business operations and insights connecting strategy, roadmap, release and feature work being delivered in collaboration with our Tools team.
* Holistically understand all pillars of our various functions across the support operations center.
* Be a strategic voice during Major Incidents and crisis situations to help when needed on 24x7 basis to support business needs.
* 5+ years of relevant industry experience including leading 24x7x365 service delivery, incident management and response functions at global scale.
* Experience designing, developing, and implementing Incident Management processes, tools, templates, documents, and reports.
* Excellent working knowledge of service management processes (Incident, Problem and Change Management).
* A strong desire to serve and make others successful.
* Excellent skills in all aspects of planning, cross-group collaboration, communications, analytical capabilities and attention to detail.
* Passion and proven record for execution with measurable results; focus on delivering impact.
* Outstanding interpersonal skills, innovation, and the ability to motivate, inspire, and lead cross group/functional teams with a high degree of independence and success.
* Ability to work successfully across a complex, highly-matrixed environment.
* Ability to deal with ambiguity, navigate uncertain situations, and drive for clarity.
* The ideal candidate is a seasoned business professional with multi-disciplinary experience, who has the aspiration and potential to grow as a broad business leader.
* Bachelor's degree in a Business, Engineering or Science discipline, with MBA/Masters preferred.

LOCATION: Must be located in the Seattle area. If outside of the Seattle area, the candidate must be willing to relocate post-COVID. Relocation assistance is available.

Microsoft 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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.