Technical Services Org - Business Program Management

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 Asia Technical Services organization is responsible for landing Customer Support, Customer Experience and One Services priorities including being the local incident commander for large-scale events and high-impact outages, driving in region quality requirements, deliver incident management, and assessing regional support needs. In addition, we deliver on Global Customer Success priorities including landing customer success plays in region, orchestrating the MACC end-to-end experiences, driving usage end-to-end experience and performance, scaling best practices through regional partners, and accelerating Get Well Plans in partnership with CSS.

We are seeking our BPM for Culture and Communications, reporting to the Chief of Staff of Corporate Vice President of Asia Technical Services, to support our organization and enrich our team culture.
You are self-motivated, self-directed, and accountable. You work well in a team and in ways that drive high quality results. You demonstrate initiative, creativity, excellent interpersonal skills, and are an experienced writer. You are also part of the vibrant and passionate community of communications professionals in the company and partner closely with a wide range of stakeholders. You will be proactive in nature and exemplify the highest professional standards. This is the role for someone who has a growth mindset, is open to new ideas and perspectives, has a passion for learning and is a champion of diversity and inclusion.

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

Executive Team Communications:

• Employee engagement communication strategy development, planning and execution, inclusive of collaboration with the CE&S Comms and Culture teams
• Develop long-form thought leadership content and ghostwrite across a variety of channels/forums such as: Town Halls, Social Media, Presentations & keynotes, Internal communications (Viva Engage, Email, Whitepaper, Video)
• Develop strategy for internal and external communications channels including Viva Engage & SharePoint
• Develop collateral materials (e.g., decks, posts, executive content) for use in specific communications initiatives, events and supporting CVP communication needs.
• Experience employing appropriate strategies and tactics to resonate across cultures, generations, and language
• Partnering with stakeholders and subject matter experts to align key messages and content
• Collaborate across teams to cross-promote employee engagement plans
• Support and contribute to the tracking of success criteria and performance metrics for communications function

Organizational Health:

• Employee engagement strategy development, planning and execution, inclusive of collaboration with the CE&S Culture teams
• Promote team culture and health by monitoring organizational well-being and leading initiatives like Diversity and Inclusion (D&I), and onboarding in partnership with Human Resources.
• Work with the Chief of Staff to identify team strengths and development areas, plans and executes training, tracks Microsoft Signals responses, and ensures compliance training completion.

Special Project/Programs and Initiatives:

• Drives cross-team projects as needed to meet the changing business environment and to manage complex business needs. Enable project/program management through structure and frameworks to ensure organization-wide implementation of strategic efforts that require hands-on coordination across multiple disciplines and business organizations.

Qualifications

• Bachelor's Degree in Business, Business Administration, Marketing, Communications, Journalism or related field AND 7+ years Communications, Marketing Operations, Field Operations, Program Management, Project Management, or related experience OR equivalent experience.
• Bachelor's Degree in Business, Business Administration, Marketing, Communications, Journalism or related field AND 7+ years Communications, Marketing Operations, Field Operations, Program Management, Project Management, or related experience OR equivalent experience.
• 5+ years specialized functional (e.g. technical writing) experience.
• 5+ years experience supporting senior executives in an executive communications role.
• 3+ years experience working with social media platforms.
• Exceptional written communications skills demonstrated with samples of work
• Proven presentation and content development experience
• Demonstrated ability to synthesize the complex -able to take multiple, technical, disparate inputs from a variety of conversations, materials and evidence, and transform them into simple, clear, succinct, elegant, and compelling communication elements, such as talking points, Q&A, social media content, etc.
• High capacity for multi-tasking and project management skills - able to manage multiple, high-stakes projects and deliverables simultaneously
• Self-directed with great initiative and sense of ownership and accountability. Ability to deal with/thrive in the face of ambiguity

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