Organization Summary:

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Business Operations - and the value we deliver across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, recognizes and rewards great work.

Position Description:

The Enterprise. Protect, Intelligence and Compliance (EPIC) Operations Team are looking for an experienced Operations Program Manager of WW End Customer Investment Funds (ECIF) Global ECIF program. ECIF is the cost of services delivered to end customers in support of Microsoft products. ECIF is a critical tool in accelerating transformational workloads. ECIF is delivered to our customers through either Internal Microsoft Services (MCS, Premiere, CSS) or through authorized External Suppliers. In this role you will be responsible for the global ECIF Operating Model execution for Deal Desk Investment Case Management including supporting process optimization to increase seller efficiency that drive consumption and close business, decrease processing cycle times for ECIF projects throughout the lifecycle of the project, and execute key controls that protect our customers and Microsoft.

You will lead vendor teams who are accountable for the on-going transactional support of our field sellers and ensure on-going operational efficiencies and compliance. Compliance is in your DNA. You want to have fun and believe in what you do! If that sounds like a good fit for you, keep reading…

The End Customer Investment Fund Program Manager role will be a member of the Microsoft Incentives Operations (MIO) team within Microsoft Business Operations. The MIO team supports Microsoft's strategy to leverage our partners as extended sales force to help Microsoft accelerate securing revenue. We are a fast-paced, results oriented group within Microsoft Business Operations that interacts with the Solution areas, Global Sales Marketing & Operations, Consumer and Device Sales, Global Partner Solutions, Universal Store, Regional Operations Centers, MCAPS Finance, Customer Service and many more organizations to ensure our incentive and investment payout programs are operationalized with efficiency. We are responsible for designing, launching, improving (in market) and executing operational solutions for global programs and process that payout incentives and investment transaction processes to Microsoft Partners and Suppliers.

Here is your profile - You have deep experience in business program management with focus on operations. You have a passion for excellence and quality execution. You love the challenge of solving big, bold problems. You see opportunities when others see failures. You are a great communicator, able to customize your message to many layers in a large corporation and you are comfortable delivering difficult messages when required. You are a strategic thinker (big picture) with ability to connect the dots and you have an ability to go immediate to ground level details. You are a meticulous program and capability focused manager, knowing the end to end process flow for how your program works and understanding how the business rules need to be executed operationally. You are a rigorous project manager and take pride in delivering solid, clean projects. You are tenacious in unearthing risks and mitigate them proactively, engaging whoever you need for support to do this.

You will own relationships with various Business, Operations, Finance and IT groups in understanding existing processes and systems supporting the end to end execution of your program, drive improvements to the same and support definition of future state requirements.

Responsibilities

• Accountable for the on-going Global ECIF support and maintenance of the program within the Deal Desk Investment Case Management and ensures on-going operational efficiencies and compliance.
• Operationalization of Global ECIF program aligned to business needs and strategic focus.
• Coordinates with ECIF stakeholders and case management support team and monitors program efficacy and compliance.
• Primary point of contact for the Global ECIF Case Management process and execution. Build, develop and maintain highly collaborative and effective working relationships with key stakeholders to facilitate proactive planning, agreement on cross group delivery plan of record, smooth communication and risk/issue tracking and resolution
• Subject matter expert for all aspect of operations for your program regionally or functionally - understanding the end-to-end flow, how the business rules are executed and ensuring compliance is the top priority.
• Accountable for high quality, compliant end to end program optimization and instrumentation for the operational processes supporting your program - work with your peers to ensure integrity of your end-to-end process/program and ability to deliver on programmatic goals through operational processes.
• Ensure execution to SLA for the program, understanding how changes upstream or downstream of your programmatic operational processes will impact overall E2E cycle times.
• Consulting/Coaching and point of escalation for Area stakeholders, PDM community and field sellers.
• Own the program work instruction documentation for case management Ops team
• Accountable for managing vendor teams
• Design, implement and lead strategic change through simplification and automation for processes
• Identify requirements for program change from policy stakeholders, assess feasibility to deliver, create a working Plan of Record/roadmap items for enhancements/change, drive change control, proactively identify and manage risks and issues, strong focus on escalation management/future mitigation, triage, cross group coordination and milestone management.
• Governance – Drive Compliance controls, Policy and Procedures

Qualifications

Basic Qualifications:

• Bachelor’s degree required
• 5+ years of relevant business experience within Operations, IT, Sales Incentives Operations or other relevant roles
• 2+ years of demonstrated Global Program Management, Capability or Project Management experience preferably in an Operations environment
• Cultural sensitivity for our global clients
• Willing to work across Time Zones for non traditional hours

Preferred Qualifications:

• Have strong understanding of Microsoft's business, product, and technical strategies, and proven cross-group project leadership and management skills.
• Proven program management and project management experience
• Strong written/oral communication skills required along with desire and ability to communicate with business leaders through all levels of the organization.
• Data analytics and Data Management. Proficient BI reporting including both Excel and Power BI
• Understanding of Technical Automation requirements
• Demonstrated ability to motivate self and others
• Conflict/Negotiation management
• High energy individual with a “can do” attitude
• Strong end to end thinking with process orientation; ability to develop enterprise-wide solutions
• Core Competencies: Problem Solving, Planning, organizing and coordination, Cross-Group Collaboration, influence without authority

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.