Business Program Manager - Delivery Partner Management

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.

The Customer & Commercial Success (CCS) organization, an organization within MCAPS-Core, is the connected engine that turns Microsoft’s commercial strategy into execution at scale - making it simpler and faster for the field to win for every customer, in every segment, region, and role. The organization brings together planning, landing, execution excellence, services portfolio and delivery, and field activation across ATU, STU, and CSU to accelerate customer value, drive growth, and strengthen the end-to-end experience across every customer moment.

As a Delivery Partner Manager (DPM), you have accountability for global vendor management operations and relationship management of one or more CE&S Delivery Partners (DPs).

The DPM is a critical business leader who drives strategy, planning, and operations at global scale for CE&S’s global vendor solutions. They oversee four strategy & operations sub-teams who help accelerate growth and provide operational leverage to the global vendor management organization through central leadership of the following:

• Planning & Performance: Workforce Management (WFM), strategic business planning (financial planning, resource allocation & investment), forecasting, quarterly business reviews
• Project Management: planning project management, strategic initiatives
• Agent Enablement strategy supporting Training and Quality Assurance functions
• Operations Excellence: process improvements, systems & tool enhancements, sales and service operations, Quality Control (QA), training and readiness

This individual will be responsible for making data-driven decisions around business strategy in partnership with business stakeholders, leadership, designing and implementing strategy enhancements through our planning process, and leveraging analytics and operational improvements to drive action and improve the productivity of the organization. They will also act as a critical partner to regional sales strategy & operations teams, intaking regional activities and scaling them to a global level through outsourcing leadership.

We are looking for an exceptional business and people leader with strong quantitative, problem solving, communication, and project management skills. The ideal candidate can effectively communicate with executives and collaborate with a variety of people and job functions, accomplishing tasks of high complexity and scope, and can perform professionally in a challenging and extremely fast-paced environment. The ideal candidate will be able to handle highly sensitive, confidential, and non-routine information supporting a rapidly changing organization. We're seeking a leader who can recognize opportunities to drive business growth or improve processes and who can lead a team to bring these ideas to life.

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

• Develop and execute Delivery Partner (DP) Outsourcing strategy
• Delivery Partner 360 Account planning - optimizing DP as a customer, business partner, and supplier
• Delivery Partner Relationship management, change management, conflict and escalation management
• Lifecycle management - DP selection, contract management, onboarding/offboarding
• Delivery Partner Performance management, contract value realization, innovation
• Delivery Partner Risk & Compliance governance, accountability to ensure Trust
• Financial management, pricing, negotiation
• Delivery Partner Summit planning and execution, DP community engagement, DP collaboration
• Serve as a key BPO / vendor management business advisor to stakeholders, leadership
• Provide visibility into business performance and translate insights to action
• Drive process improvements and operational transformations to boost organizational productivity
• Provide leverage to regional strategy & operations teams by intaking and scaling regional activities globally
• Coordinate with cross-functional teams to lead mission critical projects, role alignment & program integrations
• Advanced subject matter expertise in BPO operations, stakeholder management, change management, L&D, QA and Workforce planning and management

Qualifications

Minimum 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

Additional Required Qualifications:

• Project Management experience and experience mobilizing cross functional teams towards a common goal
• Experience pivoting between big picture thinking and operational tactics
• Strong problem-solving and analytical skills
• 10+ years in operations, business process outsourcing, or global vendor management
• Experience communicating with and presenting to senior leaders
• Demonstrated stakeholder influence and leadership skills, achieving outcomes through others
• Proven experience in setting up businesses / processes / sites / managing P&L
• Experience in process improvement initiatives to driving tighter outcomes with efficiency
• Business proficiency in both Japanese and English

Additional Preferred Qualifications:

• MBA or advanced degree preferred (or equivalent work experience)
• 5+ years of experience managing large teams including people management
• Demonstrated experience applying AI for better customer and business outcomes
• Utilizing Microsoft AI for business transformation
• Bringing AI to your team, organization

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.