Business Program Management

Overview

With over 45,000 employees and partners globally, Microsoft's Customer Experience and Success (CE&S) organization is dedicated to empowering customers to achieve business value through exceptional experiences leveraging Microsoft’s products and services. We ensure cross-company alignment and execution, consistently exceeding customer expectations across in-product, digital, and human interactions. CE&S manages all company-wide services, including consulting, customer success, and support for Microsoft’s diverse solutions. Join CE&S to help accelerate AI transformation for our customers and the world.

The Global Customer Success (GCS) organization, a key part of CE&S, focuses on enabling customer success on the Microsoft Cloud. This involves harnessing leading, AI-powered capabilities and human expertise to deliver innovative solutions that drive business value, operational excellence, and long-term loyalty.

The Success Program is a strategic, outcome-focused initiative included in Unified Support at no additional cost. It drives key outcomes in cloud deployment and AI adoption, delivering proactive value through Digital reports, workshops, and follow-ups to maximize customer investment in Unified Support.

Microsoft's mission is to empower every person and organization to achieve more. We foster a culture of inclusion, respect, integrity, and accountability, striving for growth, innovation, and collaboration to achieve shared goals.

Responsibilities

• Design, build, and deploy Cloud Usage and AI Programs end-to-end, consistently improving based on stakeholder feedback (Design and Build only for Success Programs related programs).
• Develop a clear point of view on necessary changes for Cloud Usage and AI related processes, systems, digital experiences, and products.
• Program/Project manage Cloud Usage and AI Initiatives, including developing project plans, driving accountability, and proactively addressing concerns or blockers.
• Create clear documentation and messaging (e.g., data visualization, presentation decks) to share the Connected Cloud Usage and AI narrative for launch and awareness. Provide regular updates post-launch with insights and issue resolution strategies.
• Navigate and communicate complex findings and proposals across Microsoft's organization and hierarchies, influencing peer groups and partner teams using knowledge of key business drivers and stakeholder priorities.
• Represent the CSAM Role on Global Community calls, stakeholder alignment discussions, and executive status meetings.
• Collaborate with multiple stakeholders across the Microsoft ecosystem (e.g., region/segment teams, Offerings, Engineering, Solution Areas) to successfully lead programs and pilots, from launch to blocker removal.

Qualifications

• Bachelor's Degree in Business, Operations, Finance, or a related field with experience in customer success program management, process management, change management, or process improvement, OR equivalent experience.
• Proven experience in Customer Success and Global Support functions, demonstrating a strong understanding of customer-centric service delivery and support models.
• Leadership Skills: Demonstrated ability to orchestrate, lead, and influence virtual teams effectively.
• Presentation Skills: Comfortable presenting to various audience sizes and organizational levels.

Key skills/competency

• Program Management
• Cloud Usage
• AI Adoption
• Customer Success
• Stakeholder Collaboration
• Process Improvement
• Change Management
• Project Planning
• Data Visualization
• Executive Communication