Overview
MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market. Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. Technical Operations improves CSS support delivery by improving the processes, technologies, and operating mechanisms that shape customer and engineer experiences. We reduce friction, improve consistency, and accelerate adoption so engineers can focus on solving customer problems and customers receive faster, more reliable support. Intelligent Assignment Operations enables consistent, efficient, and high-quality support by connecting business needs with effective assignment processes, controls, and system configurations. We are seeking a Business Program Manager to own assignment operations and improvement for a delivery business unit within the Central Assignment function. You will translate business requirements into effective assignment solutions, manage operational health, resolve configuration issues, and lead improvements across people, process, technology, and data. 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
Business Program Planning and Design
- Own the assignment operations plan for the aligned SBU, translating business priorities into requirements, milestones, dependencies, risks, and measurable outcomes.
- Partner with business and technical stakeholders to define assignment rules and acceptance criteria, considering skills, proficiency, availability, capacity, complexity, and customer affinity where applicable.
- Apply central assignment design principles and standards. Identify valid business exceptions and secure appropriate approvals rather than introducing unmanaged local variation.
Business Program Excellence and Execution
- Develop, document, and execute assignment workflows and standard operating procedures. Create, maintain, and validate assignment-related configurations within approved access and change controls.
- Lead operational readiness and adoption of assignment capabilities through testing, business validation, stakeholder communication, training, and transition into sustained operations.
- Serve as the assignment operations escalation point for the aligned SBU, coordinating diagnosis, corrective action, and resolution with delivery, business, and engineering partners.
Business Program Management
- Independently manage a portfolio of assignment changes and improvement initiatives, prioritizing demand, coordinating dependencies, and communicating delivery status and risks.
- Partner with SBU stakeholders, IA Ops peers, routing counterparts, and engineering to maintain business alignment and manage interfaces between routing and assignment.
- Maintain clear decision rights, traceable approvals, configuration records, test evidence, and runbooks. Strengthen knowledge sharing and backup coverage to protect operational continuity.
Business Program Evaluation and Improvement
- Define and monitor assignment performance across speed and quality, including timeliness, backlog aging, assignment accuracy, reassignment, configuration defects, and rework.
- Lead root-cause analysis and operational reviews, distinguishing assignment issues from upstream routing or platform issues and driving corrective actions with the appropriate owners.
- Simplify processes and identify automation and AI-enabled improvement opportunities. Define tooling requirements, assess benefits and risks, and scale proven practices across Central Assignment.
Other:
- Embody our culture and values
Qualifications
Required Qualifications:
- Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement
- OR equivalent experience.
Other Requirements Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Additional or Preferred Qualifications:
- Independent ownership of complex operational programs and influence across business and technical teams.
- Strong analytical problem solving and ability to translate business requirements into operational processes, configurations, and measurable improvements.
- Customer support or service operations experience, preferably involving intelligent or skills-based assignment.
- Experience with configuration governance, change management, reporting, workflow improvement, or automation.
Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $125,000 - $206,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.