Customer Success Insights, Director Business Program Management of Agent Insights

Microsoft Corporation

Redmond, WA

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JOB DETAILS

SALARY

$130,900–$277,200 Per Year

SKILLS

Artificial Intelligence (AI), Business Operations, Business Strategy, Consulting, Continuous Improvement, Customer Experience, Customer Relations, Customer/Client Research, Data Modeling, Data Processing, Data Quality, Decision Support, Finance, Financial Services, Integrated Circuits (ICs), Leadership, Licensing, Microsoft Excel, Microsoft PowerPoint, Microsoft Product Family, Multitasking, Performance Metrics, Performance Modeling, Power BI, Process Improvement, Process Management, Process Modeling, Project/Program Management, Quality Management, Relationship Management, Reporting Dashboards, Reporting Skills, Risk Modeling, Sales, Sales Support, Scorecarding

LOCATION

Redmond, WA

POSTED

30+ days ago

**Overview** 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 and help us accelerate AI transformation for our customers and the world. The Global Customer Success (GCS) organization is leading the effort to create?outstanding?customer experience through?Support?offers, accelerated?customer?outcomes, solution adoption, solution?health?and customer relationships. The **Customer Success Insights, Director Business Program Management of Agent Insights** will be part of XSA Insights (Cross Solution Area), to drive strategy, execution and requirements for reports to support our Go To Market motion for AI. This role will be part of the Insights planning for execution views across Copilot, Agents, Security and IQ layers to build the best way to measure performance for the one platform story and definition of Usage, Consumption KPIs to measure execution of the business. ? 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** **Drive Insights Strategy for Agents & Consumption** + Be part of XSA Insights, owning strategy, execution, and requirements for reporting that supports Frontier sales transformation. Lead insights planning to enable execution views across Copilot, Agents, Security and IQ layers, ensuring a cohesive "one platform" performance story. **Build Measurement Frameworks for Execution & Performance** + Define and evolve usage and consumption KPIs to measure execution of the business. Partner with stakeholders to ensure metrics clearly reflect performance, adoption, and value realization across new and existing offerings. **Partner Across CSU and Business Strategy Teams** + Work closely with CSU Business Strategy teams to align on execution views needed to support emerging offers and products, including various sales licensing models and products. Ensure consistent approaches and shared definitions across teams. **Design Scalable Reporting & Execution Views** + Create sustainable reporting and dashboards that support rhythm of business and leadership cadences. Continuously improve insights to surface leading indicators, execution risks, and opportunities for action. **Advance Risk & Performance Models** + Enhance and modernize existing risk model views across Microsoft Solution Areas, integrating new signals from agents, usage, and consumption to improve visibility into business health. **Connect the Dots Across Data & Stakeholders** + Collaborate across Insights, Business Operations, Customer Success, Finance, and Sales teams to improve data quality, alignment, and access. Translate complex data into actionable insights that support decision-making. **Embody Microsoft Culture & Values** + Operate with a strong sense of ownership, collaboration, and growth mindset while embodying Microsoft's culture and values. **Qualifications** **Required/Minimum Qualifications:** + Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement O + OR equivalent experience. **Additional/Preferred Qualifications:** + Master's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement + OR Bachelor's Degree in Business, Operations, Finance, or related field AND 15+ years experience in program management, process management, or process improvement + OR equivalent experience. + 5+ years of experience using data to drive business outcomes or inform business decisions while managing relationships with stakeholders. + Sound knowledge & understanding of financial & sales processes, scorecards & key performance indicators used across Microsoft. + Advanced Excel, PowerBI & PowerPoint skills; aptitude for working with tools, systems, and large volumes of complex data. + Experience designing and improving reporting processes & data models, especially for new businesses and evolving scenarios. + Demonstrated ability to manage multiple priorities successfully and effectively in a fast-paced, matrixed environment.? + Familiarity with Customer Success or Commercial business areas, including sales, consumption & usage driving performance with solutioning and delivery. Business Program Management IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 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 $165,600 - $303,600 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. (https://careers.microsoft.com/v2/global/en/accessibility.html)

About the Company

Microsoft Corporation

DO WHAT YOU LOVE
Make your mark on the world’s most used technologies. Develop the next hit mobile application. Pioneer a startup that could be the next big thing. At Microsoft, you choose your path.

Headquartered in Redmond, Washington, Microsoft is a top innovator in both the consumer and enterprise technology industry. Just a few of the many things our products do are unleash creativity, connect businesses, and make learning more fun. But our continued success is based on one thing: our employees. We hire amazing, talented people and give them the opportunities—and the tools—to succeed.

WHY MICROSOFT?
As a Microsoft employee, you’re surrounded by a diverse group of the smartest people in your field. This fosters new ideas, better business results, and creates a dynamic work environment. In the office, you’re constantly challenged and supported by your colleagues. Every day holds something new and exciting.

We also offer unparalleled depth and breadth of career opportunities. As an industry leader in multiple fields, working for Microsoft means being able to do whatever you feel passionate about—and being able to make an impact in that field. From day one, we give our employees significant responsibility. This means that you’ll know that you directly contributed to something that has a positive impact on people worldwide. Whether you choose to work in management, dive deep into the newest technology, or explore multiple professions, you’ll find everything you need at Microsoft to drive your career—and to make a difference.

WE GET IT – YOU’RE MORE THAN YOUR JOB
Everyone works differently and is motivated by different things. We also understand that there’s more to you than your job. That’s why we offer competitive pay and a wide assortment of benefits-- to help you make the most of life at work and away from it.

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COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

FOUNDED

1975

WEBSITE

http://www.microsoft.com

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