Implementation Manager

Overview

Microsoft Business Operations is the business operations team for Microsoft and is responsible for the launch, deploy, transact and optimization activities for programs supporting the majority of Microsoft’s business organizations globally. The Operations Service Centre (OSC) team (part of Microsoft Business Operations) support field engagement and regional revenue processing and strive to be the trusted advisors to our stakeholders delivering value to both Microsoft and our Customers.

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations - and the value we deliver across Microsoft and to our customers and partners.

We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work.

We make doing business with Microsoft easy.

Position Summary

The Implementation, Process and AI Team is part of Microsoft Business Operations (MBO) and the Operations Service Centre (OSC). We are hiring for an Implementation Manager (IM) in this team. The team supports a comprehensive portfolio of launches and continuous improvement efforts, ensuring successful in-market deployment of new products, programs, services, business models etc. The team’s primary focus is supporting our business with US Federal Government customers but also supports other areas of the business. The position will work across multiple stakeholders from Operations, Finance, Trade, Compliance, etc. Implementation Managers provide input to design, execute delivery & operationalize launch plan (identifying issues/risks, driving mitigation and resolution, E2E co-ordination etc), and ultimately make go / no-go decisions on launches. This is a critical role that influences design and is responsible for execution of key launches, enabling our Customers and Partners to transact while ensuring we deliver the experience they expect. Implementation Managers also help in Identification and ownership of optimization opportunities on behalf of the Regional Operations Centers. This includes aspects of prioritization, design & tracking business benefits across policy, program, and process.

The candidate should be comfortable working within a highly matrixed, AI-driven organization, exhibit solid organizational, communication, planning, judgement skills, uses data and analytics to drive performance insights and improvements and has strong customer obsession and compliance focus.

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

Responsibilities

• Ensure all assigned launches and continuous improvement efforts land successfully in region/globally, on time, delivering experience customers/partners expect while managing stakeholder expectations.

• Provide input to launch design, engage with Corporate launch team across the globe to ensure regional requirements are incorporated into design.

• Manage the E2E regional/global deployment, establish regional/global structure, build plan, identify risks, influence to ensure these are mitigated, or escalate to resolve.

• Represent our Customers, Partners and Field throughout the launch process. Conduct experience mapping sessions ensuring that the experience we deliver is in line with customer and partner expectations.

• Ensure all regional/global stakeholders understand the impact the launch will have for their organizations, be it transaction volumes, query support, resource impact, etc, and establish plan to manage.

• Build strong engagement with corporate launch teams and regional implementation managers located in other Regions. Ensuring consistency in launch execution and adherence to launch framework.

• Provide regional/global approval for transition through launch tollgates and recommend launch “Go/No Go” decision.

• Conduct structured launch post-mortems ensuring learnings are incorporated into future launches.

• Contribute to development of launch processes and frameworks, ensuring we continually develop how we manage launches given dynamic launch environment.

• Identify AI and Automation opportunities and work closely with leadership teams to operationalize

• Skilled in the identification, documentation and communication of key business and customer needs to create future, high quality experiences solving key business scenarios, including success measurement and execution management

Candidate Attributes

• Operations acumen with understanding of how operations ecosystems work

• Candidate will have demonstrated experience in complex stakeholder engagement, negotiation and conflict management; project management including aspects of risk management, governance and decision making. Analytical and business judgement in complex scenario

• Demonstrated experience in working effectively in cross-functional, international teams (often virtual)

• Demonstrated change and project management skills

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

• Team player with ability to work across cultures effectively, valuing diversity within a virtual team

• Demonstrated collaboration skills with a keen understanding of how to drive results

• Outstanding attention to detail combined with an ability to see the big picture (be both broad and deep)

• Written and verbal communication skills (open, confident communicator effective in senior levels of engagement)

• Be a Change Leader, have a good understanding of change management, the importance of it, approaches, key tasks and timelines.

Embody our culture and values

Qualifications

Required Qualifications

• Bachelor's Degree in Engineering, Business, or related field AND 4+ years process management, process execution, process optimization, or related experience OR equivalent experience

Preferred Qualifications

• Master's Degree in Engineering, Business, or related field AND 2+ years process management, process execution, process optimization, or related experience OR
• Demonstrated excellence in thought leadership, innovation and execution management; ability to influence without authority.
• Working knowledge of US Federal Government business practices
• Excellent communication skills and leader with ability to build solid relationships with individuals at all levels, in multiple geographies and business functions, both internally and externally
• Experience in Business Process Outsourcing, managing outsourcing partners in a managed service model is a plus.
• Demonstrated experience in process improvement, specifically identifying and implementing process automation opportunities.
• Challenge Status-quo (Growth-Mindset).
• Ability to meet Microsoft, customer and/or government security background screening requirements as required for this role. These requirements currently include, but may change, and are not limited to:
• Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
• Microsoft Cloud Screen Background Check: This position will be required to pass the Microsoft Cloud Screen background check upon hire/transfer and every two years thereafter while in this role.
• 4-5 years of demonstrated Project Management and Process Management experience preferably in an Operations environment.
• Demonstrated ability to implement change.
• Flexibility to maintain focus through change and ambiguity, navigate uncertain situations, and drive for clarity.
• Communication skills with ability to build solid relationships with individuals at all levels.
• Direct experience in working with international stakeholders and driving process improvements in highly complex and rapidly changing environment.

Process Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $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 $125,000 - $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

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.