Change Management - Business Program Management
Microsoft
San Jose, San José, Costa Rica
hace 3 días

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 12,000 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.

Responsibilities

Customer Experience & Success (CE&S) Deployment Services Landing part of CX Design, Digital & Global Operations (CX DD&O) is looking for a dynamic Business Program Manager ideally experienced in CX and Service delivery at scale who will partner across the CE&S SBUs (Support Business Units) as we transform our operating models.

If you have proven ability to mobilize change across organizational and geographic boundaries for maximum impact, then please read on .

As a member of the Landing Team this role will be responsible for leading specific, time-boxed Change Management efforts in alignment with the SBU-specific teams that own Release Management.

You will collaborate with various workstream owners and their teams to ensure proper Change Plans and tracking of milestones are in place that incorporate the needs of the workstreams and overall program that delivers the greatest value.

This role will provide delivery implementation support, establish accountabilities, drive two-way communication ensuring enablement and engagement of stakeholders that lands change effectively and consistently.

1) Change Management Practitioner in Deployment Services Landing

  • Developing and maintaining strong business relationships, individually, and across teams
  • Be an influential expert practitioner in Change Management and the benefits it brings able to articulate complex ideas in simple terms to stakeholders that aids in delivering project successfully.
  • Evangelize change management program, bringing a measurement focused approach that informs continuous improvement learnings to future projects.
  • Engage leadership and change ambassadors to cascade change throughout the organization. Support and promote best practices in projects while collating feedback to share with CSS (Customer Service & Support) stakeholders.
  • 2) Drive Continuous Improvement

  • Ensure and execute standard, consistent processes and feedback loops (employee engagement)
  • Apply change management principles to the program / project work to effectively land change with those impacted.
  • Provide value-added program management guidance to team members that supports successful program delivery project management methodologies, job aides, and best practices)
  • Engage broadly with workstream owners and teams to manage plans and progress against agreed deliverables, manage issues and risks, and plan and execute on the Landing work.
  • Cascade key transformation and change messages to all teams & sites within the Time Zone.
  • Execute tracking / feedback mechanism to measure change adoption.
  • 3) Impact Business Results

  • Drive effective rhythm, reporting, facilitation, and decision making that allows projects to deliver on agreed upon business outcomes.
  • Facilitate governance and provide senior management with visibility into project progress via status reporting and appropriate escalation that supports effective decision-making, approvals, and direction
  • Engage with broader stakeholder community to identify levers to drive change intentionally.
  • Raise issues to senior leadership, Deployment Services LT or accountable owner at appropriate times, and support course correction as needed.
  • Requirements :

    3+ years of Change Management experience required; self-motivated, confident leading and influencing multiple teams and working with uncertainty.

    Background in technical support appreciated!

  • Strong team player you know that the sum of the parts is greater than the whole and you actively build collaboration opportunities with peers.
  • Able to work and network successfully in complex matrix organizations.
  • Experience driving change within a multinational organization, ideally with a Change Management certification PROSCI) - Growth mindset necessary.
  • Strong oral, written, and presentation skills required, as well as an ability to work effectively in high pressure / fast paced environments with multiple stakeholders.
  • High energy and a powerful desire to learn.
  • Ability and desire to motivate / influence self and others, often virtually.
  • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels.
  • Demonstrated success in influencing others including for conflict resolution.

  • Relevant Bachelor’s degree or experience commensurate with job expectations for this position is required.
  • This is a global team, and we welcome candidates from around the globe who are experienced in working virtually and remotely to apply.

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