Business Process Governance Strategist

OverviewWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.Within CE&S, 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.As a Senior Supportability Program Manager, you will be pivotal to anticipate, understand, and solve product or support issues and drive a great Microsoft customer support experience. You will partner closely with Microsoft Technical Support key stakeholders and product experts across the company to identify opportunities to improve Microsoft products and envision self-serve capabilities, diagnostic tools and automation capabilities. This opportunity will allow you to accelerate your career growth and hone your technical expertise regarding Microsoft products. You will develop deep technology and industry knowledge and become adept at designing the Microsoft technical support experience.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.ResponsibilitiesLead the end-to-end delivery excellence framework initiatives across multiple service delivery capabilities.Develop and implement framework strategies, policies, and procedures to ensure alignment with organizational goals.Collaborate with cross-functional teams to identify risk, process improvement opportunities and drive continuous improvement initiatives.Develop dashboards and reporting solutions using Power BI, PSDL, and Kusto queries for operational metrics and labour tracking.Apply statistical methods (e.g., confidence intervals, margin of error) to set survey response targets and validate insights.Oversee the design and implementation of process automation solutions to streamline operations and reduce costs.Drive accountability mechanisms for action plans, Root Cause Analysis (RCA) processes, service risks, and improvement milestones.Monitor and evaluate the performance of business processes, using data and analytics to identify areas for improvement.Oversee ACT Listening Survey operationalisation within supported service areas, ensuring accuracy, consistency, and rigorous data governance.Manage governance framework projects from inception to completion, ensuring timely delivery and adherence to budget and quality standards.Communicate governance framework initiatives and updates to senior management and other stakeholders, providing regular updates and reports.QualificationsBachelor's degree in business, Data Analytics, Management, or a related field; Master's degree preferred.A minimum of 7 years proven experience in business process management, process improvement, and project management.Strong analytical and problem-solving skills, with the ability to think strategically and drive change. Proficiency in proficiency in Power BI, Excel, Kusto, and data modelling is essential.Demonstrated proficiency in overseeing multiple complex projects independently with minimal supervision.Expertise in SLA/KPI management, operational governance and incident/process frameworks.Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.Demonstrated leadership abilities, with a track record of successfully leading and managing teams.Preferred SkillsExperience with process automation and digital transformation initiatives.Knowledge of Lean Six Sigma or other process improvement methodologies.Familiarity with industry best practices and emerging trends in BPM.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.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.