The Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.
We are seeking an experienced Business Program Manager to join our team to develop applications and reports using workforce management data for our internal customers. This role focuses on workforce management data portals, data flows, and reporting using Power Apps and APIs. It requires a highly analytical and strategic individual with expertise in calculating, analyzing, and interpreting data to draw meaningful inferences. The successful candidate will demonstrate the ability to problem-solve and make informed decisions that are critical to meeting key operational priorities and financial goals.
This role is flexible in that you can work up to 100% from home.
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
A successful Business Program Manager demonstrates the following:
- Power Apps and Power BI report development, deployment, and maintenance. Creating, deploying, and maintaining interfaces including query tools, data visualizations, dashboards and ad hoc report needs. Contribute to the design and maintenance of data warehouses.
- Provide development and support of 1st party workforce management applications that provide user data entry portals and data reporting views.
- Working cross functionally to define problem statements, collect data, build models and articulate staffing and scheduling recommendations to leaders within the organization.
- Development of statistical process control reports to measure control metric variation and identify performance outliers in support of process improvement efforts.
- Providing business analytics and data gathering to support detailed modeling of staff plans and schedule plans. Prepares and delivers detailed analysis to Senior Leadership and Finance monthly, regarding key staffing drivers, trends, and future projections.
Qualifications
Required Qualifications:
- Combined experience in BI report development, SQL programming, power apps and API development
- Experience or familiarity with workforce management processes and reporting
- Excellent written, verbal, and presentation skills
- Ability to conduct root-cause analysis for process gaps
- Ability to handle pressure - timelines and customer demands
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.
