With 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 as a Business Program Manager - Workforce Management and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
This role is flexible in that you can work up to 100% from home.
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.
The Business Program Manager - Workforce Management leads with data, fosters cross-functional collaboration, and delivers operational excellence across workforce management, analytics, and strategic planning. Core responsibilities include:
Workforce Systems, Forecasting & Planning
- Forecast workload demand using historical trends and business inputs.
- Develop staffing strategies that align with demand, budget, and service level goals.
- Oversee scheduling to optimize operational coverage and employee experience.
- Build data models to support WFM planning functions and analysis.
- Develop and manage workforce tools and interfaces (e.g., Alvaria, IEX, Calabrio).
Business Intelligence & Reporting
- Design and maintain BI dashboards, reports, and data tools to support decision-making.
- Support data infrastructure, including reporting systems and data warehouses.
Analytics & Continuous Improvement
- Build SPC reports to monitor key metrics and identify areas for improvement.
- Deliver actionable insights on headcount, capacity, and performance trends to leadership.
Cross-Functional Collaboration
- Partner with teams including Delivery, Recruiting, Finance, and Analytics to define metrics and drive operational improvements.
- Provide strategic insights that influence business decisions and enhance efficiency.
Other
Required/minimum 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.
- 4+ years of experience in workforce management, including forecasting, staffing, and scheduling across complex portfolios with:
- proficient hands-on experience using workforce management systems such as Aspect, IEX, Calabrio, or equivalent platforms.
Additional or preferred qualifications- Master's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR equivalent experience.
- Understanding of workforce planning processes, performance metrics, and operational reporting.
- 6+ years of combined experience in Business Intelligence (BI) report development, SQL programming, Power Apps, or API development. Proven ability to design and maintain BI dashboards, data visualizations, and reporting tools that support strategic decision-making.
Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $123,500 - $206,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until August 17, 2025.
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.
