Microsoft Corporation Business Process Engineering, Unified Support, WW Enterprise Services Business Operations in Redmond, Washington

How would you like to leverage your strong business process engineering & change management skills to help transform business development & sales enablement for our worldwide Unified Support Services?

We’re in a mobile-first, cloud-first world. The key to consistent, high quality customer solutions is building and maintaining world-class operations. The Enterprise Services Business & Operations (SBO) Process Engineering team’s mission is to simplify, standardize and globalize the services operating ecosystem through process design, adoption and stewardship. We are looking for a dynamic Business Program Manager who will partner across Services as we transform the Enterprise Services operating model and capabilities. If you have proven ability to mobilize change across organizational and geographic boundaries for maximum impact, then please then read on….

In this role, you will be accountable for defining, designing and driving adoption of Enterprise Services Business Development and Sales processes, in partnership with teams across SBO, Services account- and domain-aligned delivery teams, Microsoft Global Operations, WW Credit Services, Tax, Contracting, Information Architecture, Microsoft IT, and local field subsidiaries. You will also be responsible for delivering improvements in productivity, efficiency, quality, speed and cost in your process areas.


For your scope, you will:

  • Steward the process lifecycle for Business Development and Sales processes; including requirements scoping; testing; change management, readiness and landing/deployment activities

  • Partner across teams and geographies to conduct impact assessments, manage risks, issues, actions, escalations, stakeholder alignment, schedules, deliverables, and IT/tools partnerships while maintaining legal, policy and compliance requirements

  • Leverage real-world understanding of business performance, “voice of customer”, and associated data to generate insights (incl. regional variations, current maturity, adoption levels, and pain points)

  • Define business performance metrics and measure attainment to drive decision making and guide process optimization needs

  • Own appropriate engagement rhythms and communications with Process Engineering and a broad set of global Services stakeholders spanning both worldwide and field-based organizations, with a focus on shared understanding of process performance, changes and business value

  • Partner with other SBO process owners to ensure hand-offs between process areas are optimized and shared dependencies are fully vetted


Success in this role will require a high degree of collaboration, critical thinking and process design expertise, as well as a passion for redefining a multi-billion-dollar global business. To be the successful candidate you will bring:

  • Strong end-to-end thinking with process orientation; ability to develop enterprise-wide solutions

  • Strong understanding of lead-to-order or sales processes that support the systems/tools and architecture for a Services business, preferably with Microsoft

  • Experience leading complex process development and implementation efforts

  • High level of organization, planning, prioritization and attention to detail

  • Ability to work and create structure in complex and ambiguous situations and respond flexibly in time sensitive situations

  • Conflict / Negotiation management - demonstrated influencing skills

  • Strong written/oral communication skills required along with desire and ability to communicate with business leaders through all levels of the organization

  • High energy and a strong desire to learn

  • Ability to motivate self and others, often virtually

  • 5+years of program/project management, including solution/process design and change management

  • Bachelor’s degree required, advanced degree preferred

  • Sig Sigma, PMI or related certification a plus

Location/Travel – You will be based in Issaquah, WA, near Microsoft HQ. You can expect limited global travel, less than 10%.

Microsoft Services

With 15,000+ employees globally, Microsoft Services is one of the company’s largest groups, serving customers in 191 countries and 46 languages. Simply put, we​ ​help customers and partners get the most out of their technology investments by delivering their voices back to our business groups to make our technology even better—and by accelerating their transformation journeys to become digital businesses. For more information, visit

Join us and be one who empowers billions! That’s incredible reach. When you combine that with your own inspiration , plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

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.