New 
Business Program Manager - Workforce Management
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Aug 14, 2025 | |
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OverviewWith 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 as a Business Program Manager - Workforce Management and help us accelerate AI transformation for our customers and the world.The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty. This role is flexible in that you can work up to 100% from home.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.
ResponsibilitiesThe Business Program Manager - Workforce Management leads with data, fosters cross-functional collaboration, and delivers operational excellence across workforce management, analytics, and strategic planning. Core responsibilities include: Workforce Systems, Forecasting & PlanningForecast workload demand using historical trends and business inputs.Develop staffing strategies that align with demand, budget, and service level goals.Oversee scheduling to optimize operational coverage and employee experience.Build data models to support WFM planning functions and analysis.Develop and manage workforce tools and interfaces (e.g., Alvaria, IEX, Calabrio).Business Intelligence & ReportingDesign and maintain BI dashboards, reports, and data tools to support decision-making.Support data infrastructure, including reporting systems and data warehouses. Analytics & Continuous ImprovementBuild SPC reports to monitor key metrics and identify areas for improvement.Deliver actionable insights on headcount, capacity, and performance trends to leadership.Cross-Functional CollaborationPartner with teams including Delivery, Recruiting, Finance, and Analytics to define metrics and drive operational improvements.Provide strategic insights that influence business decisions and enhance efficiency.OtherEmbody our culture and values. | |