Business Program Manager

About the role

Within Microsoft’s Customer Experience and Success (CE&S) organization—home to over 45,000 employees and partners worldwide—this role leads end-to-end planning and execution oversight across a portfolio of cross-functional programs that support Customer Service & Support (CSS). The position serves as the central coordination point between Business, Finance, and Workforce Management to ensure clear communication, predictable execution, and data-driven decision-making. Accountabilities include proactive risk identification and mitigation, executive-level status and dependency reporting, and continuous improvement of planning and execution processes. The role also oversees cost-benefit analysis, success metrics, and analytics-driven insights to optimize resources and deliver measurable business impact.

Responsibilities

• Communicate status, progress, dependencies, risks, and mitigation plans for each program within the business planning model to all stakeholders.
• Establish processes that enable a steady flow of communication between Business, Finance, and Workforce Management (WFM).
• Recommend risk-mitigation opportunities to the leadership team.
• Lead projects to improve planning and execution of decisions for CSS.
• Work with cross-functional stakeholders to design programs from initiation to delivery.
• Apply subject-matter expertise to oversee teams as they define and track success criteria and performance metrics.
• Oversee a portfolio of projects, communicating program status and risk to stakeholders.
• Use industry expertise to help teams execute program processes efficiently.
• Oversee cost-benefit analyses and evaluate success metrics, leveraging data analytics to derive insights and identify risks and opportunities.

Qualifications

• Master’s Degree in Mathematics, Analytics, Engineering, Computer Science, Business, Economics, or related field AND 7+ years of experience in data analysis and reporting, business intelligence, or business and financial analysis.
• OR Bachelor’s Degree in Statistics, Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics, or related field AND 10+ years of experience in data analysis and reporting, business intelligence, or business and financial analysis.
• 10+ years of defining and implementing process improvement initiatives using data and metrics.
• 10+ years of managing stakeholders in cross-functional projects.
• 8+ years of people-management experience.

Pay

The typical base pay range for this role across the U.S. is USD $116,900 – $203,600 per year. A different range applies to specific work locations: USD $148,400 – $222,600 per year in the San Francisco Bay area and New York City metropolitan area. Certain roles may be eligible for benefits and other compensation.