Business Program Manager - Hyderabad @ Microsoft

The Business Engagement and Delivery Quality team is responsible for the following global functions:

1. Enabling our Customer Success field support roles (CSAM, CE, and their managers and leaders) to successfully embrace and execute against our support commitments and lead orchestration across Microsoft resources to drive excellent customer outcomes
2. Running the field Delivery Business Management in alignment with our priorities and financial constraints through a structured Business Excellence function
3. Leading Field enablement landing across our Time Zones encompassing Support Delivery Excellence, and field MBU support, and executing on enablement programs
4. Custodian of role community leadership across field support roles CSAM; CSAM Managers and CE
5. Program Management Office to organize and oversee change across the Customer Success business

Our team is seeking a seasoned, results-driven Program Manager to lead enablement for the CSAM role, their managers, and their leaders across Asia Region. As part of our team, a successful candidate will execute on cycles of deep performance analysis, identification of factors driving high-impact performance or under-performance, and execution of programs to affect ongoing positive change across the five geographical Areas (APAC, Australia, GCR, India and Japan).

They may also develop deep expertise in key functional areas of the business, and contribute to the development and execution of specialized improvement Programs in those areas of expertise. Of equal importance is also acting as a representative of the field experiences around customer delivery back to other HQ teams, to help them manage change and improvement efforts effectively. The role requires a significant level of detailed understanding of behaviors, work processes, and resources that are utilized in providing support and driving customer success. You will work primarily with M2 and M1 management levels, so business experience and acumen are important to your effectiveness.

Area of focus will include:

• Evaluation of business performance at the level of the Area, an OU, an individual manager s portfolio, or an individual account
• Identification of contributing factors (behavior, process, skills) that lead to business performance in the CSAM role
• Managing execution of Change Management programs to drive evolution of the new CSAM and CSAM Manager roles, including process adoption, skills development, and effective use of new tools and resources
• Defining Coaching Plans that drive ability and provide reinforcement to drive improvement or mitigate Delivery management performance gaps
• Partnering with groups such as Delivery Design and Management and WW Learning to create adoption plans for behavior changes, methodology adoption, and role skills development including building technical intensity
• Supporting Area delivery teams and enablement functions, including effectively representing field perspectives and priorities within the WW Support and Customer Success Programs function
• Participating in and driving regular ROB activities including monthly and quarterly review processes
• Effectively collaborating with partner teams providing similar support to other regions or other roles

What does success look like

• Adoption of Support delivery practices, both at the individual (CSAM) and manager (CSAM Manager) levels in partnership with other WW Support and Customer Success Program teams.
• Field support professionals (CSAMs) have mastered and adopted the new Account team Orchestration model and are demonstrating practical application of applying this to successfully deliver value to customers through the Unified Support and Customer Success models to help them modernize and transform.
• Field Delivery managers (CSAM Managers M1/M2) are clear on how to manage and optimize the delivery of portfolios of Unified contracts, coaching where required to up-level their teams in customer account planning, cloud portfolio management, and technical intensity.

The ideal candidate will have:

• A passion for enhancing customer experience
• 5-7 years of delivery management experience in the Field either in a Support Delivery role or within Customer Success or equivalent
• Ability to work and create structure in complex and ambiguous situations and respond flexibly in time sensitive situations
• Knowledge and experience in Microsoft s Support business (Premier and Unified Support) and Delivery methodologies
• Strong communication skills and proven capabilities to interact at management and leadership levels
• Proficiency in process improvement and managing complex programs of work
• Experience in working with multi-national / multi-cultural teams
• Fluency with at least one formal change management framework (PROSCI preferred)
• Strong skills in leading through influence