Change Management Program Mgr, Transformation Mgmt Office, Customer Experience & Success
Company: Microsoft
Location: Dallas
Posted on: January 15, 2021
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Job Description:
Are you a dynamic customer obsessed, change management leader
who is looking to influence strategy and execution while
transforming the Microsoft customer experience? Are you a result
oriented, highly collaborative business leader with a growth
mindset, who has experience leading large scale organizational
changes and landing of net new strategies and programs to support
an inspiring mission?With over 12,000 employees worldwide, the
Microsoft Customer Experience & Success (CE&S) organization is
embarking on an unprecedented journey to provide a differentiated
and connected customer experience. Through the Connected Customer
Experience strategy, our aim is to build a differentiated,
end-to-end customer experience that delights our customers across
every touchpoint. It is an amazing time for our industry. Microsoft
has an opportunity to be a customer experience market leader and we
need your leadership to help us act on it.As Change Management
Program Manager within the Business Strategy & Programs team, you
will partner to ensure agile change planning, governance, and
change management processes across all initiatives that accrue to
enabling our Connected Customer Experience strategy across the
Microsoft ecosystem. You will be laser focused on creating agile,
scalable, repeatable change related processes that enable increased
visibility, connection and alignment across Microsoft
stakeholders/organizations enabling a truly connected strategic
initiative decision making process, portfolio, and roadmap. From
planning to execution, this team owns the planning, intake,
prioritization, and/or roadmap management from a portfolio and
change management perspective. This is a high impact and high
visibility role that will enable the newly formed CE&S
organization to realize its goals. Collaborating across multiple
large organizations including Support, Sales, Marketing,
Engineering, Operations, Services, Finance, and Legal is an
essential part of the job.This exciting opportunity provides
visibility across CE&S and multiple organizations across
Microsoft. This change management role is essential to the vision
of the organization as being recognized as the world leader in
customer experience, success, and support. This role calls for a
balance of leadership, ability to navigate complex
stakeholders/landscape, influence skills and individual
contributions. You must be able to work well under pressure, have
low ego with high confidence and interpersonal awareness, willing
and able to partner effectively with diverse stakeholders, deliver
impact under tight deadlines and must be flexible with strong
ability to be effective during ambiguity and
uncertainty.ResponsibilitiesYour direct accountabilities will
include:Change Management & Adoption: Lead in the design,
development, and management of a comprehensive change framework and
program to enable effective deployment, landing and ongoing
adoption of changes that impact customers, partners, and Microsoft
team members. Apply a structured change management methodology to
ensure global adoption of new processes, roles. experiences,
capabilities, and tools.- Partner with Customer Support, Customer
Success change leaders and Area/ Regional teams to implement and
land key change management initiatives.- Build and execute holistic
change strategies for complex transformation initiatives. Drive
cross-functional stakeholder alignment, engagement, and buy-in.-
Conduct impact and barrier analyses, maturity level assessments via
stakeholder interviews and review existing processes to identify
pain points and gaps.- Support detailed change management
activities including needs analysis, assessment of change
readiness, communications, and guiding training teams to ensure an
integrated approach.- Engage closely with program management teams
and key initiatives to ensure change leadership behavior modeling,
change vision and narrative, change enablement activities, and
change strategies are integrated to delivery and
execution.Strategic Planning: Work across the Microsoft ecosystem
to develop, implement and manage scalable and efficient processes
and systems for identifying and prioritizing change initiatives
needed to enable end goal of creating customer value by
accelerating consumption and usage, delivering an easy and
connected experience, and building trust through customer
centricity.Agile Governance: Manage a change management office (or
aspects within) with speed and agility from planning to execution,
which includes designing supporting processes and tooling
requirements. Act as a change agent to shift from a waterfall to
agile change management approach. Ensure all priorities and
initiatives are committed across Microsoft and track progress and
outcomes on inflight and net new strategic
initiatives.QualificationsKey Capabilities & Behaviors10 years of
experience in change management and experience in management,
consulting, strategy, business planning, ideally in the technology
or customer experience sector. Preferred candidate will have
knowledge of general change management principles, methodologies,
and tools.Experience with large scale transformation engagements
and in applying agile, lean methodology to solving enterprise-wide
problems and enabling increased efficiency and effectiveness in
realizing business goals.Strong leadership, executive presence,
organizational agility, ability to impact and influence senior
level leaders across the company; Ability to rapidly gain/build
trust and confidence of internal and external stakeholders.Passion
for customer experience, transformation, and acting as a change
agent.Ability to act as a liaison between business stakeholders and
development teams to ensure successful technical fulfillment of
business requirements.Clear, concise, and convincing communications
--- both written and oralProactive, forward thinking and ability to
synthesize disparate information effectively and quickly into clear
recommendations, actions, and decisions.Project management skills,
ability to develop and execute processes that facilitate
collaboration, leadership team effectiveness and impact.Forward
thinking and strategic, yet pragmatic and operationally savvy, with
a commitment to a job well done.Relevant Bachelors--- degree or
experience commensurate with job expectations for this leadership
position.Location/Travel: You may be based anywhere in the U.S. You
can expect limited global travel, less than 25%.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.Benefits/perks listed below may vary depending on the
nature of your employment with Microsoft and the country where you
work.bizopsBSPBenefits and PerksIndustry leading healthcareSavings
and investmentsGiving programsEducational resourcesMaternity and
paternity leaveOpportunities to network and connectDiscounts on
products and servicesGenerous time awayJob SummaryJob number:
957928Date posted : 2021-01-05Travel: 0-25%Profession: Business
Programs & OperationsRole type: Individual ContributorEmployment
type: Full-TimeExperience: Experienced professionals
Keywords: Microsoft, Dallas , Change Management Program Mgr, Transformation Mgmt Office, Customer Experience & Success, Executive , Dallas, Texas
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