Microsoft Corporation Sr Business Program Manager in San Jose, Costa Rica

Microsoft Digital Services & Success (DSS) organization is empowering our customers and partners to realize their full potential in a mobile-first, cloud-first world through digital transformation. And we are empowering DSS, globally, with world-class, high-quality operations.

The DSS Operation charter is to build and iterate a people and process capability that enables our sales and delivery teams to execute with confidence and achieve more for our customers. Our priorities are to deliver valuable employee and customer-facing services and insights, identify and solve for simplification opportunities, and plan and deliver new operational motions that accelerate our digital transformation.

The Digital Services and Success operations model leverages best-in-class global partners to deliver internal and external services. We are looking for an experienced and highly motivated operations manager to operate as the Partner Success Manager overseeing the DSS regional relationship with our Business Process Outsource (BPO) partner(s).

In this role you will be accountable for the performance of the partner to deliver your regions’ operational capacity and quality via the outsourced model. You will drive partner accountability and realization of their full value. Their success is our success!

You will oversee the full product lifecycle of all in-scope BPO services and processes for DSS as well as overall partner performance of BPO services. You will have full responsibility for deploying and overseeing the day-to-day operations into the BPO by leveraging agreed change management processes. This includes responsibility for ensuring customer satisfaction is not compromised and that cost/benefit impacts are carefully evaluated. The role is located in region but not located on-site with the partner thus maintaining clear segregation of duties and ensuring the partner accountability.

A successful candidate should be comfortable working remotely within a highly matrix-driven multinational organization, exhibit solid organizational, communication, and negotiation skills, and have both a strong customer focus and a working knowledge of operational delivery.

Role and Responsibilities:

  • Provide in-region delivery quality oversight of the partner BPO model.

  • Be accountable for validation and approval of the timekeeping records submitted by? Microsoft’s time tracking tools. Ensure compliance to all appropriate policies and business rules.

  • Prepare / lead MBRs and QBRs as needed and orchestrate appropriate transition and delivery review check points.

  • Manage operational related escalations and drive partner accountability to root cause and implement formal corrective actions.

  • Provide guidance, feedback, and leadership to drive the BPO to achieve continuous improvement on all operational, quality, and satisfaction metrics.

  • Agree and monitor appropriate corrective action plans and deal with any local escalations.

  • Ensure SOPs are in place and executed in consistence with global processes and best practices.

  • Assist in arranging and conducting BPO compliance audits to ensure partner is meeting contractual requirement.

Expected Outcomes

  • Partner SLAs and KPIs meet / exceed targets and value-add capability is fully optimized.

  • Business continuity and capacity in place to meet DSS objectives.

  • Commercially and contractual compliance maintained.

  • Partner is held accountable for delivery quality and performance.

  • Ensure lessons learned and best practices are optimized for global impact via centralized DSS head quarters processes and tracking systems.

  • Commercial accuracy, including all purchase orders and invoices are on time, accurate and compliant to policies / best practice and terms agreed with the partner.

  • Compliance adherence to the managed service policy.

  • Full continuity of business during any service lifecycle changes and risks are communicated, managed and mitigated as appropriate.

Essential qualities include:

  • Strong communication and influencing skills - person needs to be able to manage the partner BPO delivery and expectations

  • Strong business knowledge and ability to set clear expectations for the partner based around business outcomes within a global multi-site operation

  • Proven experience of influencing other organizations where their support is critical to success

  • Ability to work across groups managing individuals both directly and indirectly to achieve a common goal

  • A good understanding of change management, the importance of it, approaches, key tasks and timelines

  • Ability to thrive in a fast-paced multinational environment working across multiple lines of business

  • Very strong team player with excellent interpersonal skills

  • Operational experience in negotiating, developing and managing BPO contracts ideally on an international basis

Basic Qualifications:

  • Bachelor’s degree or equivalent work experience

  • A minimum of 7 years of accumulated outsourcing management experience supporting a delivery business - must have both contract management and service delivery related experience

Preferred Qualifications:

  • Strong project / program management skills

  • Excellent verbal and written communications skills

  • Track record of negotiation and management of BPO contracts

  • Able to work across cultures effectively, valuing diversity within virtual team

  • Working knowledge of international business practices

  • Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products

  • MBA is a plus

Travel up to 10% may be required

Microsoft is an equal opportunity employer and supports workforce diversity. We would like to welcome you in an international working environment that is characterized by flexibility, an informal atmosphere, and a fast pace. Microsoft ensures your work-life balance, offers attractive salary packages and bonus programs and a modern office, which combines innovative technics? with design.

Business programs & operations