Business Design Practice Lead Customer Service ...

@ Microsoft

About the Role

The Business Design Practice Lead Customer Service & Support at Microsoft drives the translation of CSS’s strategy and long-term vision into a structured, prioritized, and actionable roadmap. This role collaborates with Strategy, Business Architecture, and Integrated Planning groups, while engaging deeply with business leaders, operational teams and stakeholders to ensure initiatives deliver meaningful business outcomes.

Key Responsibilities

• Develop and maintain CSS’s future-state vision and long-term roadmap.
• Guide CSS Leadership in defining annual business outcomes.
• Engage with operational teams to identify strategic opportunities.
• Build clear narratives and dependency maps across multiple teams.
• Evaluate initiatives and support data-driven decisions.
• Lead or support special projects with deep industry research.
• Assess initiative effectiveness aligned with business capability goals.

Qualifications

Required qualifications include a Bachelor’s degree in a relevant field and significant experience in business planning, strategy, operations or data analytics, along with customer support background. Preferred qualifications include a Master’s degree and extensive industry experience. Candidates must demonstrate the ability to analyze complex challenges, create structured roadmaps and align investments across cross-functional teams.

Additional Information

This role is part of Microsoft’s Customer Experience and Success organization which is committed to empowering customers globally with innovative solutions. Microsoft offers competitive benefits, compensation and a culture centered on growth, integrity, and inclusion.

Key Skills/Competency

• Business Strategy
• Roadmap Development
• Operational Alignment
• Data Analytics
• Customer Support
• Stakeholder Engagement
• Investment Prioritization
• Dependency Mapping
• Special Projects
• Cross-Functional Collaboration