Microsoft Business Design Practice Lead Customer Service & Support 

Taiwan, Taoyuan City 

788797140

This role evaluates whether initiatives and programs deliver expected business outcomes and advance CSS’s business capability maturity. Where needed, they lead or support special projects that require deep organizational and industry research, ensuring high-value opportunities are well-framed before pursuing specific solutions.

Required/Minimum Qualifications

• Bachelor's Degree in relevant field (e.g.,management, program management,operations, processmanagement, data analytics) AND 8+years experiencein business planning, operations management, strategy, portfolio-or productmanagement,data analyticsor business-related roles
  • OR equivalent experience.
• 2+ years of experience with customer support.

Additional or Preferred Qualifications

• Bachelor's Degree in relevant field (e.g.,management, program management,operations, processmanagement, data analytics) AND 10+years experienceinbusiness planning, operations management, strategy, portfolio- or product management, data analytics, or business-related roles
  • ORMaster's Degreein relevant field (e.g.,management, program management,operations, processmanagement, data analytics) AND 7+years experiencein business planning, operations management, strategy, portfolio- or product management, data analytics, or business-related roles
  • OR equivalent experience.
• Ability to analyze complex challenges, break them into clear components, and develop structured roadmaps.
• Experience translating business needs into clear priorities, defining strategic opportunities, and mapping dependencies.
• Strong ability to align investments, priorities, and interdependencies across cross-functional teams.
• Experience guiding investment decisions, structuring initiatives, and supporting leadership in prioritization efforts.
• Ability to turn broad strategic direction into structured, actionable plans that multiple teams can align to.
• Strong understanding of capability development and how organizations evolve over time.
• Data-savvy with the ability toleveragequantitative and qualitative insights to inform decision-making.
• Comfortable working in ambiguous environments and driving for clarity where structure needs to be built from evolving inputs.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

Microsoft will accept applications for the role until April 7, 2024.

• Develop andmaintainCSS’sfuture-state visionandlong-term roadmap, ensuring business capability investments are sequenced intentionally based on dependenciesandstrategic priorities, informing CSS’sLRP andthree-year plan.

• objectivesare clear, actionable, and provide direction for initiatives and programs.

• identify

• Build a clear narrative and dependency map, articulating how initiatives, programs, and investments interconnect across CSSand shared services. Define accountabilities and engagement models to ensure clarity in execution.

• Ensure initiatives and programs are structured effectively, incorporating key success measures, investment priorities, and clear articulation of intended outcomes.

• Evaluate ongoing initiatives and provide recommendations, helping leadership make data-driven prioritization decisions andoptimizeinvestments for the highest strategic impact.

• Lead or support special projects requiring deep organizational and industry discovery, ensuring structured analysis before committing to specific solutions.

• Assess the effectiveness of CSS’s strategic initiatives and programs, ensuring they deliver measurable business outcomes aligned with capability maturity goals.

Intended Outcomes

• CSS leaders make well-informed, strategic decisions based on structured roadmaps, business capability investments, and clear dependencies.

• Initiatives and programs are clearly defined, interconnected, and sequenced, ensuring the right work happens at the right time.

• Resources are invested intentionally,optimizingfor the highest impact.

• Programs deliver measurable outcomes, ensuring they advance business capability maturity rather than just completing tasks.
• Strategic priorities are clearly communicated, enabling cross-functional teams to stay aligned and focused on execution.

• Embody our