Microsoft

At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. The Operations Service Centre, within Microsoft Business Operations, is accountable to drive and execute Quote to Cash processes by pursuing process efficiency, timeliness, quality, and compliance, all while providing world class customer experience.

The Partner Operations team is a function within the Operations Service Centre that enables Microsoft's Global Partners to do business with Microsoft through the quote to cash cycle. Working closely with our Partners and other Microsoft groups, we help our partners manage the operational change resulting from new products, programs, systems or capabilities that support our business goals and we focus on driving a positive partner operational experience. The Partner Lifecycle Operations team enable partners to seamlessly onboard and contract with us. We specialize in designing and executing processes that support partners throughout their lifecycle. This includes creating onboarding and contracting processes, managing operational aspects of partner mergers and acquisitions, customer migrations and gathering partner requirements for operational excellence.

As a Process Program Manager on our team, you'll be instrumental in driving execution excellence, compliance, and field enablement for processes impacting Partner Lifecycle Management across all lines of business. Responsibilities include developing and improving processes for partner operations, collaborating with stakeholders across functions, ensuring compliance with policies and standards, implementing and monitoring risk control measures, and providing training and guidance to field stakeholders. This role requires extensive cross-group coordination, agile workload management, excellent communication skills, and a willingness to engage globally.

If you love working closely with Partners and are passionate about helping our partners to do business with Microsoft, then we invite you to learn more about the Partner Operations team. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work

This role is flexible in that you can work up to 50% from home.

• Support the development of scalable operating processes that deliver a consistent and excellent experience for our partners and field stakeholders
• Executing processes in a compliant manner with a focus on reducing cycle time, planning forecast, analysing root causes of spikes, tails, and issues
• Improving process maturity by aligning and optimizing processes across lines of business, prioritizing engineering, process, and policy opportunities, and measuring cycle time by process area
• Leverage subject matter expertise to assess partner experience requirements develop operational solutions land change with partners and field stakeholders
• Represent the voice of the partners across multiple groups within Microsoft using various listening mechanisms to capture partner experience and feedback and use them to influence operational capabilities
• Establish global network and be a trusted advisor for partner lifecycle management processes and escalations globally
• Work closely with our vendor team to understand work drivers and drive Simplification, elimination of touch and Cost Reduction across platform, policy and process improvements.
• Apply a continuous improvement mindset to everything we do, using data and business insights to improve Partner Experiences, partner transactional Quality, tools and communications modes. 
• Live the Microsoft values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
• Bachelor's Degree in Business, Operations, Finance, Supply Chain or related field
• 4+ years’ work experience in program/partner/process management in an Operations division or relevant organization.
• Demonstrated experience with process management and the creation of process documentation and process flows, ideally a Certified Business Process Management Professional from the BPM Institute or similar.
• Analytical, problem solving and decision making skills.
• Excellent written and oral communication skills in English

Additional or Preferred Qualifications:

• Ability to identify and implement industry best practices to improve existing processes; demonstrable achievement within a results-driven, highly ambiguous and dynamic environment. 
• Self-driven and highly motivated, with an ability to interpret and translate existing processes, program guides, and work instructions into optimized processes that align with BPM format requirements.
• Customer obsessed – always striving to meet or exceed customer expectations.
• Creativity and judgment to develop innovative solutions to complex problems
• Must be able to relate and communicate effectively at different levels, across different cultures. Excellent communication skills, both written and verbal, with the ability to clearly articulate complex subjects to a global audience. 
• Demonstrated impact and influence skills, including cross-boundary collaboration and the ability to build solid relationships with individuals at all levels. 
• Ability to manage sensitive, business impacting information, and closely control dissemination. 
• End to End Systems Thinker that leverages data to identify opportunities for process improvement.
• Passion and ability to achieve exceptional results, tackle ambiguity, and match a fast pace of delivery with minimal supervision

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. 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.