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Microsoft Corporation Business Program Manager - Custom Contracts Assessment in Cambridge, Massachusetts

Support Offerings, GTM & IP Development Team - Programs and Capabilities Team

Do you enjoy solving complex problems? Do you enjoy working as part of a team in a fast-paced environment? Are you passionate about customers and their business transformations? Do you want to help guide the future roadmap of Microsoft Customer Experience & Success (CES) business? If yes, this role in the Programs and Capabilities team of the Support Offerings, GTM & IP Development org is going to be a great fit for you.

The Support Offerings, GTM & IP Development org is chartered to help customers realize their full potential through accelerated adoption and productive use of Microsoft products and services. We play a key role in customer success by providing Support offers aligned to customer goals and outcomes, helping them to obtain the most value out of their transformation investments and driving impactful business results.

The value of Support continues to evolve in a mobile-first, cloud-first world. Customers who have Support today are more satisfied with their Microsoft relationship, and they consume 34% more of their cloud services which position them for added business opportunities. It’s essential that the Support continues to evolve to provide broader customer reach and meet the increasing demand of customers in this new digital era, and to be a lever for the company in driving cloud proliferation.

Business Program Manager

Successful candidate for this role will join the Programs and Capabilities team and be a key member of our Complex Concessions Program, responsible for working with Strategic Black Belts, the Business Desk, Support Offering owners, and other key stakeholders across the Support business to drive the process to analyze and recommend concessions related to custom offering and delivery experiences requested by Microsoft’s most strategic customers.

This role will run an Rythym of Business (ROB) related to concession approvals, designing, and implementing an integrated approach assessing risk in contract concessions across deals. In addition, the role will work with Support Offering owners on the Non-Standard Exception processes to address customer requests and publish consistent concession guidance and empowerments for frequently requested non-standard agreement terms.

In this role you will focus on building the foundation of insights that will help influence the future of our Support experiences.


  • Guide and facilitate leadership to effective decision making.

  • Business Process - Partner with the Complex Concessions Management program team to define and implement the overall framework.

  • Operations - Lead the ROB and engagement cadence, improve processes to run the business efficiently, including establishing well-defined outcomes, predictable rhythms, regular communications and clear workback schedules.

  • Business Planning and Leadership – Leveraging insights form our Complex Concession Management process you will lead the effort to either publish new empowerments to the field and Business Desk or work with cross-company stakeholders to integrate needed changes into our current Support Offerings and exception processes.

  • Responsible as a key contributor, through collaboration with a wide group of stakeholders, to support the modernization of Support Offerings.

Ideally successful candidate will possess the following skills/experience:

  • Demonstrated executive presence and maturity to establish and build productive working relationships with senior leaders across the company.

  • Drive strategy on a global scale, cross-organizationally, and demonstrate passion for making a difference in the experience that customers have with Microsoft.

  • Think strategically and solve unstructured business problems.

  • Ability to assess business risk, driving clarity and providing recommendations under short deadlines.

  • Is a passionate problem solver who continuously strives to make makes things better.

  • Enjoys wearing multiple hats and digging in to make things happen.

  • Are equally comfortable articulating the big picture and refining the small details.

  • Are customer and data obsessed, always learning, and refining your features to deliver maximum business impact.

  • Have relevant progressive work experience applying analytical methods to business problems, driving improved decision-making and outcomes.


  • Prior Customer Success, Support, or Commercial Licensing; product services/support offering concessions management knowledge desired.

  • 8+ years of program/product management in a complex, enterprise environment - global experience preferred.

  • Strong analytical skills and strategic thinking; ability to articulate complex concepts and analysis in a simple way.

#OCI #SupportOfferings #CE&S #CustomerObsessed #bizops

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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.