Microsoft Business Operations is responsible for the contracting, performance management, and continuous improvement execution activities for all outsourced global service providers supporting a wide range of business units within Operations Service Center.  Our Mission is to be trusted advisors who anticipate and operationally execute on Business Process Outsourced agreements and opportunities delivering value to both Microsoft and our Customers.  We are looking for a **Business Program Manager** to join our team. If you are passionate about excellence, creating technical solutions for operational improvements and motivated by the challenges that come from driving innovations that affect how the world lives, works and plays, then we encourage you to explore Microsoft Operations - and the value we provide across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work. We make doing business with Microsoft easy. This position is a Work Hybrid role with **3 dynamic days a week based in our vibrant Microsoft Costa Rica office** . It’s the perfect balance of collaboration, sunshine, and freedom! The role is based in San Jose, Costa Rica and will collaborate with a large network of stakeholders and teams located in the Americas, Europe, and Asia. **This role requires availability and work hours that overlap with** **the USA PST** **time zone** **.** **Responsibilities** The **Business Programs Manager** oversees existing applications and builds the new version of our “processing factory” using cutting edge technology like Copilot and GenAI. This person will be part of a team that leads the successful design, development, and implementation of system initiatives, programs and changes. This includes making sure customer satisfaction is not affected and that cost/benefit impacts are thoroughly evaluated. A suitable candidate should be able to work effectively in a complex and diverse global organization, demonstrate solid organizational, communication, people management and influencing skills, and have a strong focus on giving Business Program guidance in a fast-moving environment. This is a driven, standout team and execution to deploy at scale and pace are a must. **Partnership and Collaboration** + Builds cross-team coordination and community of business and engineers to address increasingly complex challenges and opportunities in the areas of business and technology integrations, and to deliverBusiness Programs. + Garnerssupportwithinternal stakeholders for solution vision, strategy, and roadmap to gainbuy inand alignment.Engageswith stakeholders to clarify requirements foranincreasingly complex, high-impact solution, work through evolving needs and experiences, discuss scenarios, and communicate successful features and user stories. Begins to advocate andsolicitinput from othersregardingpriorities, deliverables, resources, and dependencies to deliver expected outcomes. **Solution Definition and Design** + Develops the vision, strategy, and experience of an increasingly complex, high-impact solution area for a domain area (e.g., D365, Power Platforms,CoPilot, AI Solutions,etc.). AlignsBusiness Programswith overall business strategicobjectives. + Define, design, and collaborate with engineering to build complexGenAIand Copilot solutions addressing diverse issues in manual processing centers. + Understands and translatesthe complexopportunity areas and problem statements into business requirements forallengineering teams working on the solution(s). Helps to translate the customer requirements to technical terms for the engineeringteam(s). + Leverages UI/UX design principles to enhance user experience across solution areas, ensuring intuitive interfaces and seamless interactions that drive adoption, satisfaction, and productivity. + Partners with Engineering Teams to design roadmap(s) for complex solution area(s) and developbusiness and functional requirements. Understands and incorporates technical and business needs to the development of roadmap for solution area(s). Defines the features and functionality of increasingly complex, high-impact solution areas for internal Microsoft products and tools, and/or configures the design features of an increasingly complex, high-impact solution. + Understands and prioritizes complex problems and solution areas.Identifiestransformational opportunities, privacy/complianceconcerns, orimproved agentproductivityexperiences that will support achievement of business goals. Collaborates with internal stakeholders and customers tovalidatepriorities andparticipatesin prioritization decision making to deliver solutionsin a timely manner. + Defines success criteria and performance metrics for an increasingly complex, high-impact solution. Deeply understands operational and performance key performance indicators (KPIs),objectivesand key results (OKRs), and success measures (e.g., adoption percentage, engagement) for improving solutions. **Solution Delivery and Maintenance** + Partners with Engineering Teamsto deliver increasingly complex, high-impact solution areas and minimize variance between estimates and actual project outcomes. Seeks ways toleverageBusinessexecution enhancementsacross multiple customers, stakeholders, andpersonas. + Conducts user acceptance testing and/or focus groups todeterminethe end-user experience and needs. Helps mature the increasingly complex, high-impact solution after the solution is live by addressing customer concerns with thought leadership that may result in new intake. + Utilizessuccessmetrics to evaluate the performance of the technical solution. Engages in customer support to gather feedback by reviewing Voice of Customers (VoC) tools thatinformsperformance of the solution. Develops a pathway to resolve any issues. Evaluates the performance of theBusiness Programsin achieving the overall business strategicobjectives. **Thought Leadership** + Demonstrates a deepexpertiseintechnology landscapeand business operations to ensure technical and business solutions are congruent and connected to provide the right business value. Supports proof of concepts (POCs) to evaluatetechnologyfits forcustomer needs by staying up to date with existing and emerging technologies. + Providesthought leadership for Generative AI (GenAI) and Copilot initiativesthatarecrucial for driving innovation and strategic direction.This rolewill focus on developinga clear vision, leading innovation, collaborating with teams, promoting adoption, and ensuring ethical use ofGenAIand Copilot technologies. + Provides trusted voice at the decision-making table for both business and technical teams.Identifieschallenges and opportunities with an in-depth understanding of the business, technology, and solution delivery. Advocates for decisions that make the best use of resources to achieve overall business strategicobjectives. + Prepares business users for change due to implementation of newBusiness Programs.Implements and monitors changes/adoptions. Partners acrossteams toengage and prepare internal audiences andevaluatesresults of the changes/adoptions. Facilitates information sharing of change through various tools and employee platforms. **Portfolio/Project Management** + Tracks, coordinates, and communicates end-to-end project schedules for solution area(s). Holds stakeholders accountable for following the schedule. Tracks work, dependencies, and resources against project schedules to enable cohesive, connected user scenarios andutilizesfinite resources toaccomplishgoals. Other + Embody our culture and values **Qualifications** **Required/Minimum Qualifications** + Bachelor's Degree in Computer Science, Management Information Systems, Engineering, or related field AND 4+years experiencein Engineering, Operations, Project Management, or Programming + ORMaster's Degree in Computer Science, Management Information Systems, Engineering, or related field AND 3+years experiencein Engineering, Operations, Project Management, or ProgrammingOR equivalent experience. + A fluent command of English proficiency in verbal & written communication. + **This role requires availability and work hours that overlap with** **the USA PST** **time zone** + **This is a work hybrid role and requires 3 days a week in office** **Preferred Qualifications** + In depth knowledge of Dynamics365, PowerApps, Azure Services, AI / Copilot. + Master's Degree in Computer Science, Management Information Systems, Engineering, or related field AND 6+years experiencein Engineering, Operations, Project Management, or ProgrammingOR equivalentexperience. Microsoft will accept applications for the role until July 22,2025 Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .