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Overview

The Microsoft Devices Organization (part of the Experiences + Devices division) has responsibility for the end-to-end physical and digital supply chains for Microsoft’s vast array of existing and next-generation hardware and software FPP including: Surface, Xbox, Accessories, Games, Windows, Office and more.

As a **Business Program Manager** , you will perform program landscape research & analysis. Identifies and scopes opportunities to develop new programs and improve current ones. You will define and track the success criteria and performance metrics and develop a communication plan, evangelizing complex programs to stakeholders, partners, and customers to gain buy in. This opportunity will allow you to contribute to or lead a portfolio of projects, including the project plan, timelines, milestones, financial management, performance metrics and/or resource needs for complex programs.

The role is responsible for driving operational excellence in **protection plan operations** , entitlement management, and warranty fulfillment processes. This role ensures seamless integration between internal systems, external partners, and underwriters to deliver a best-in-class customer experience for device protection plans. Other areas of impact include: Underwriting Data Architecture roadmap; Provisioning Process Efficiency & Exceptions Management; Provision & Claims Acceptance rates; New Offer Configuration; Championing Privacy

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

Program Management

+ In close collaboration with senior colleagues, you will begin to create solutions that meet customer needs while remaining flexible to changing goals.

+ Under occasional review, you will use the insights gained from customers to support the development of solutions and enhance existing products and services.

+ You will help scale the delivery of training content, including internal learning sessions, to enable teams to expedite customer acceleration and integration

Protection Plan Enablement

+ To stay competitive, you will perform program landscape analysis and examine business trends. You’ll also identify opportunities to develop & improve programs, define program strategy and create project plans

+ With minimal coaching, you will work with cross-functional stakeholders to design programs from initiation to delivery. You’ll also define and track success criteria and performance metrics

+ Provision new and existing plans on products, including entitlements and claim count limits. Manage exceptions for protection plans and warranty processes

+ Support engineering and sales teams in customer interactions to accelerate deal closing and technology adoption

Data Operations, Process Optimization, and Insights

+ Ensure accurate and timely data exchange between protection plan underwriters for warranty fulfillment, returns, and claims

+ Monitor API performance and troubleshoot operational issues Oversee manual registration workflows for non-API partners (internal and external)

+ Identify and resolve blockers in deployment and entitlement workflows. Streamline issue areas to accelerate scale and improve operational efficiency

+ Anticipate standard product/solution-related requests or issues from customers and answer moderately complex project management related questions

+ Document client processes, learnings, and feedback for continuous improvement. Track KPIs related to provisioning accuracy, API uptime,

Governance & Reporting

+ Document client processes, learnings, and feedback for continuous improvement. Track KPIs related to provisioning accuracy, API uptime, and claims processing

Embody our  Culture   and  Values

Qualifications

Required Qualifications:

+ Bachelor's Degree in Business, Operations, Finance, Engineering or related field AND 4+ years work experience in program management, process management, process improvement

+ OR equivalent experience.

Preferred Qualifications:

+ Experience leveraging AI/PBI Tools to implement Workflow automation and Process Redesigns to enable cost & process efficiencies

+ Experience managing vendors to drive business operations and optimize processes

\#W+DJOBS

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

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)