The Global Capacity Planning and Management (GCPM) team is part of the Worldwide Commercial Business (WCB) organization within the Business Excellence and Operations (BEO ) organization. GCPM has a mandate to partner with both the Microsoft Consulting and Customer Experience & Support leadership to achieve Operational Excellence. We enable operational excellence by ensuring the right resources, with the right skillset, are available at the right time, and the right location.
We have an opening for a seasoned business program manager to become the Area Planning and Operations Lead (APOL) and serve as a centralized GCPM contact for Customer Experience & Support (CE&S) and the Global Pool leadership teams. You will partner with the Global Cross-Solution Delivery Team (GCD) and the Global Technical Team (GTT) leadership teams. The APOL will provide capacity management and insights for the Customer Experience roles within the Global Pool teams, with a goal of enabling capacity health and successful business outcomes, for both our internal and external customers through successful staffing execution.
Responsibilities
Responsibilities
Act as a central point of contact for the Global Pool leadership stakeholders into GCPM and the broader Business Excellence and Operations (BEO) organizations, helping connect leadership to the right resources, and leading communication and change management efforts with the GLOBAL POOL teams in support of capacity GCPM functions.
Collaborate across the GCPM team matrix in support of the CE&S Global Pool capacity needs, partnering closely with finance and CE&S business management, and CE&S operations organizations in support of Domain capacity health and complex staffing needs.
Provide support to the Global Pool delivery leadership team to successfully land capacity demand planning Budget and Quarterly Forecast deliverables for both the Customer Experience and Customer Success Account Manager delivery roles by providing key insights, feedback, and inputs from Global Pool to the central capacity planning team and vice versa.
Seek to drive clarity of capacity trends and outlooks by presenting to the Global Pool stakeholders by aligning with their business ROB; provide forward looking business visibility based on insights trends and analysis, proactively identifying risks or challenges in staffing, through workforce and capacity planning, that may impact business deliverables.
Partner with your internal peer teams to centralize IP, knowledge sharing, and best practices to deliver a consistent stakeholder experience while maximizing our team talent and driving efficiency in landing deliverables.
Key Success Criteria and Competencies required
Future orientation balanced with current state through strategic and systems thinking and a global mindset.
Influencing stakeholders to achieve impact through collaboration, presence, and strong communication skills.
Judgment based Scoping of problems by identifying key issues, inputs, stakeholders, and outcomes. Applies a broad functional knowledge base to solve problems with confidence and persuades others.
Dealing with Ambiguity
Change Management
Analytical problem solving
Relationship Building and Collaboration
Qualifications
7+ years of program management experience in areas related to Capacity Management, Planning, Analytics, Finance, Operations, Services delivery etc.
Ability to achieve results through influence across multiple organizations in a large-scale matrix environment.
Knowledge, understanding and/or experience of resource management, capacity planning, financial and operational functions of a delivery organization (i.e., budget, time tracking, optimizing cost, capacity management)
Ability to develop strong, productive relationships with colleagues, management, and senior leaders to meet targeted objectives.
An analytical mindset with the ability to define metrics, reports, interpret results, and make recommendations on appropriate courses of action.
Excellent communication, collaboration, organizational, time management, presentation, and writing skills.
Proactive, self-motivated, and team-oriented with strong capabilities to lead and thrive in start-up type organizations.
Ability to effectively prioritize and coordinate multiple work streams of activities.
Bachelor’s in business, information technology, Finance, Operations, or related field, and/or equivalent experience
Location/Travel: You may be based anywhere in the United States. You can expect limited global travel,
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