Business Program Manager
Reading, Berkshire, United Kingdom
4d ago

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 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 CEnS 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.


The Regional CSS CSD Lead is responsible for the success of CSS CSD Customer Aligned Support functions for their region.

This is a shared responsibility with the CSS Area & OU Leads.

In this role you will engage with CSS leadership and management, stakeholders, and senior executives to :

  • Be the CSD point of contact in region for CSS leadership.
  • Lead the regional deployment of the CSS CSD Customer Aligned Support Manager and Engineer Capabilities.
  • Work with the Area & OU leads to develop the regional Customer Aligned Support community to be successful.
  • Support and enable the virtual CSS CSD organization consisting of Area & OU leads who are responsible for CSD execution and stakeholder relationships.
  • Own regional and area CSD customer reviews focusing on critical customers. This includes aligning with existing ROBs or setting up new structures.
  • Join regular CSS CSD Exec reviews representing the region.
  • Partner with the Regional BEM Leaders.
  • Support Area & OU Leads in field and customer connections as required.
  • Own the CSS Critical Care process for customers in region, coordinating with the stakeholders as needed.
  • Ensure consistent execution of CSD, across technology, in region.
  • Contribute to the development of CSS CSD.
  • This position requires significant cross-group collaboration, excellent written and verbal interpersonal skills, and the ability to drive collaborative discussions across the CSS and CE&S business with key stakeholders and executives.

    Experience in matrixed organizations and in shared accountability models is highly advantageous.


    As the Regional CSS CSD Lead, you will need to be a high-energy, highly collaborative, strategic thinker and self-starter.

    You will need an aptitude for seeking creative solutions to multifaceted problems and have a strong attention to detail.

    You must have a demonstrated ability to work effectively to drive resolution to complex problems. An ability to meet deadlines in a fast-paced, dynamic environment is a requirement.

    You must have a demonstrated ability to work with and influence customers and leaders to resolve customer pain points.

    In addition, the ideal candidate should possess the following qualifications :

  • 5 plus years’ experience of customer facing services / support
  • 3 plus years’ experience of people management with potential for future growth as a people leader
  • Experience of working in a matrix’ed / virtual organisation
  • A real passion for servicing customers
  • Critical thinking (long term, preventative risk mitigation) and orchestration of complex support planning
  • Consistent track record of driving strategy and influencing senior leaders
  • Strong social, cross group collaboration, program management, time management and negotiation skills
  • Evident industry knowledge and experience with end-to-end customer support
  • Ability to handle, track and communicate a multitude of details at many organizational levels for multiple customers and relay status promptly
  • Strong written and verbal communication skills
  • The ability to work well in any situation under pressure and meet tight deadlines
  • Adept at working with other groups to identify and improve processes
  • Ability to deliver tough messages diplomatically and quickly drive toward solutions to problems
  • Proven ability to design and balance strategic priorities against tactical needs
  • Education

  • Bachelor’s degree in business administration, computer science or related field
  • Language Qualification

    English Language : fluent in reading, writing and speaking.

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