Microsoft Business Operations is responsible for the contracting, performance management, and continuous improvement execution activities for all outsourced global service providers supporting a wide range of business units within Operations Service Center. Our Mission is to be trusted advisors who anticipate and operationally execute on Business Process Outsourced agreements and opportunities delivering value to both Microsoft and our Customers.
If you are passionate about excellence, creating technical solutions for operational improvements and motivated by the challenges that come from driving innovations that affect how the world lives, works and plays, then we encourage you to explore Microsoft Operations - and the value we provide 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 and recognizes and rewards great work.
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The Business Programs Manager oversees existing applications and builds the new version of our “processing factory” using cutting edge technology like Copilot and GenAI. The Business Programs Manager person will be part of a team that leads the successful design, development, and implementation of system initiatives, programs and changes. This includes making sure customer satisfaction is not affected and that cost/benefit impacts are thoroughly evaluated. The role is based in San Jose, Costa Rica and will collaborate with a large network of stakeholders and teams located in the Americas, Europe, and Asia. This Business Programs Manager role requires availability and work hours that overlap with the USA PST timezone.
A suitable Business Programs Manager should be able to work effectively in a complex and diverse global organization, demonstrate solid organizational, communication, people management and influencing skills, and have a focus on giving Business Program guidance in a fast-moving environment. This is a high performing team and execution to deploy at scale and pace are a priority.

QUALIFICATIONS

Required/Minimum Qualifications

• Bachelor’s Degree in Engineering, Business, or related field AND 6+ years process management, process execution, process optimization, or related experience
• OR Master’s Degree in Engineering, Business, or related field AND 4+ years process management, process execution, process optimization, or related experience
• OR equivalent experience.

Additional or Preferred Qualifications

• In depth knowledge of Dynamics365, PowerApps, Azure Services, AI / Copilot.
• OR Master’s Degree in Computer Science, Management Information Systems, Engineering, or related field AND 6+ years experience in Engineering, Operations, Project Management, or Programming
• OR equivalent experience.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations

Partnership and Collaboration

• Builds cross-team coordination and community of business and engineers to address increasingly complex challenges and opportunities in the areas of business and technology integrations, and to deliver Business Programs.
• Garners support with internal stakeholders for solution vision, strategy, and roadmap to gain buy in and alignment. Engages with stakeholders to clarify requirements for an increasingly complex, high-impact solution, work through evolving needs and experiences, discuss scenarios, and communicate successful features and user stories. Begins to advocate and solicit input from others regarding priorities, deliverables, resources, and dependencies to deliver expected outcomes.

Solution Definition and Design

• Develops the vision, strategy, and experience of an increasingly complex, high-impact solution area for a domain area (e.g., D365, Power Platforms, CoPilot, AI Solutions, etc.). Aligns Business Programs with overall business strategic objectives.
• Define, design, and collaborate with engineering to build complex GenAI and Copilot solutions addressing diverse issues in manual processing centers.
• Understands and translates the complex opportunity areas and problem statements into business requirements for all engineering teams working on the solution(s). Helps to translate the customer requirements to technical terms for the engineering team(s).
• Partners with Engineering Teams to design roadmap(s) for complex solution area(s) and develop business and functional requirements. Understands and incorporates technical and business needs to the development of roadmap for solution area(s). Defines the features and functionality of increasingly complex, high-impact solution areas for internal Microsoft products and tools, and/or configures the design features of an increasingly complex, high-impact solution.
• Understands and prioritizes complex problems and solution areas. Identifies transformational opportunities, privacy / compliance concerns, or improved agent productivity experiences that will support achievement of business goals. Collaborates with internal stakeholders and customers to validate priorities and participates in prioritization decision making to deliver solutions in a timely manner.
• Defines success criteria and performance metrics for an increasingly complex, high-impact solution. Deeply understands operational and performance key performance indicators (KPIs), objectives and key results (OKRs), and success measures (e.g., adoption percentage, engagement) for improving solutions.

Solution Delivery and Maintenance

• Partners with Engineering Teams to deliver increasingly complex, high-impact solution areas and minimize variance between estimates and actual project outcomes. Seeks ways to leverage Business execution enhancements across multiple customers, stakeholders, and personas.
• Conducts user acceptance testing and/or focus groups to determine the end-user experience and needs. Helps mature the increasingly complex, high-impact solution after the solution is live by addressing customer concerns with thought leadership that may result in new intake.
• Utilizes success metrics to evaluate the performance of the technical solution. Engages in customer support to gather feedback by reviewing Voice of Customers (VoC) tools that informs performance of the solution. Develops a pathway to resolve any issues. Evaluates the performance of the Business Programs in achieving the overall business strategic objectives.

Thought Leadership

• Demonstrates a deep expertise in technology landscape and business operations to ensure technical and business solutions are congruent and connected to provide the right business value. Supports proof of concepts (POCs) to evaluate technology fits for customer needs by staying up to date with existing and emerging technologies.
• Provides thought leadership for Generative AI (GenAI) and Copilot initiatives that are crucial for driving innovation and strategic direction. This role will focus on developing a clear vision, leading innovation, collaborating with teams, promoting adoption, and ensuring ethical use of GenAI and Copilot technologies.
• Provides trusted voice at the decision-making table for both business and technical teams. Identifies challenges and opportunities with an in-depth understanding of the business, technology, and solution delivery. Advocates for decisions that make the best use of resources to achieve overall business strategic objectives.

• Prepares business users for change due to implementation of new Business Programs. Implements and monitors changes/adoptions. Partners across teams to engage and prepare internal audiences and evaluates results of the changes/adoptions. Facilitates information sharing of change through various tools and employee platforms.

  Portfolio/Project Management

• Tracks, coordinates, and communicates end-to-end project schedules for solution area(s). Holds stakeholders accountable for following the schedule. Tracks work, dependencies, and resources against project schedules to enable cohesive, connected user scenarios and utilizes finite resources to accomplish goals.

  Other

• Embody our culture and values