Senior Business Program Manager

Overview

Are you interested in being part of the largest readiness and training organization in Microsoft? Does working in a dynamic environment, envisioning and executing on new, key strategies that directly impact customers and add value across the Microsoft readiness ecosystem appeal to you?

The School of Customer Success, part of the Learning and Readiness (L&R) organization in the Worldwide Commercial Business (WCB) is looking for candidates for our Customer Digital Transformation (DT) Readiness Program Manager role. The learning team provides skills and development to customers, partners, and employees and our mission is to raise the performance of our Services, DX Evangelist, Customer Success Manager, and partner teams, enabling our customers to succeed in the Digital Transformation Era.

As the Customer DT Readiness Program Manager, you will be responsible for partnering with key stakeholders in Microsoft to successfully evaluate, develop and deliver a consistent cutting-edge global DT curriculum for our customers. To ensure consistency and the use of learning best practices, you will also partner with others in the organization to ensure that the customer DT curriculum integrates with other customer offerings and the broader digital transformation readiness curriculum for partners and FTEs.

Core duties & responsibilities:

• Collaborate with DT readiness program managers, L&R colleagues and key business stakeholders to define and execute upon the Customer DT Readiness strategy.
• Ensure learning and development best practices and adult learning principles are incorporated into the Customer DT curriculum.
• Ensure the right balance between audience learning needs and business needs (in person learning, online learning).
• Collaborate with key business stakeholders to understand customer priority skills and readiness needs aligned to the perceived business priorities.
• Document in the form of a needs analysis, project plan and design document.
• In partnership with field and HQ stakeholders, define and drive the process to identify role relevant skills, readiness assets, and learning paths.
• Use best practice instructional design standards, documents and templates to manage the design, refresh and release of curriculum.
• Curate and leverage existing DT readiness assets as appropriate. Build new learning assets to world class standards when they can’t be purchased elsewhere, and that meet a unique Microsoft need.
• Ensure the development and/or refresh of facilitation guides and instructor guides for the curriculum as required.
• Coordinate with delivery operations to ensure worldwide trainer resources are identified, prepared, accredited and scheduled for global deliveries as required.
• Coordinate and collaborate with delivery operations team on all delivery logistics.
• Meet with key worldwide stakeholders to collect feedback and provide updates with predictable rhythm.
• Review and analyze feedback on the Customer DT curriculum and trainers through evaluations, trainer input and business stakeholder feedback.

Qualifications:

• Experience working in or with customers including direct experience working within a customer environment.
• Experience in training development including scoping, needs analysis, content creation, delivery and landing.
• Knowledge of the existing DT Services readiness curriculum and PROSCI an advantage.
• Strong knowledge of instructional design principles and practices to include: adult learning theories, interactive training and learning design, on-line/e-learning design principles, distance learning, instructor-led training, self-paced instruction, evaluation methods, and performance support systems.
• Ability to interpret and prioritize stakeholder needs and quantify those needs into measurable outcomes.
• Program/project management skills across a broad portfolio of projects and strategic initiatives.
• Global experience managing diverse virtual teams without direct authority.
• Experience facilitating and/or delivering in-person and virtual training.
• Strong business acumen, successful teaming with colleagues, and strong relationship-building skills
• Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.

Specific Qualifications:

• 5+ years’ experience in learning and development with specific focus on curriculum design and development.
• 7+ years’ experience in managing complex projects and global programs
• 5+ years’ experience working in Enterprise Services, preferably in a customer-facing role
• Proven written and verbal communication skills and ability to effectively influence colleagues and management.
• Demonstrated ability to deliver results, meeting and exceeding expectations.
• Skills in problem resolution, team building, negotiation, dealing with ambiguity, establishment of effective processes, tracking results and support systems.
• Travel is required on occasion in support of readiness delivery US & internationally (approx. 15%)