Business Program Manager

Overview: Empowering Customer Success at Microsoft CE&S

Join Microsoft's Customer Experience and Success (CE&S) organization, a global force of over 45,000 employees and partners, dedicated to empowering customers to achieve accelerated business value. Through differentiated experiences leveraging Microsoft's extensive product and service portfolio, CE&S drives cross-company alignment and execution to consistently exceed customer expectations. This includes consulting, customer success, and support across Microsoft’s solutions. Be a part of the mission to accelerate AI transformation for customers worldwide.

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

This Business Program Manager role, within the Usage Excellence team, is a crucial investment for revenue protection, margin improvement, and growth enablement. It directly accelerates the adoption of Copilot Chat and Agent, reduces downstream delivery and support costs, and increases deal velocity and expansion confidence. Without dedicated Usage Excellence capacity, there's a risk of stalled adoption, inflated discounting, weak renewal posture, and under-realization of the Copilot value story. Usage Excellence directly supports E3/E5 foundation health, essential for establishing Copilot as the UI for AI.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. Employees cultivate a growth mindset, innovate to empower others, and collaborate to achieve shared goals. The company upholds values of respect, integrity, and accountability, fostering an inclusive culture where everyone can thrive.

Responsibilities: Drive Usage Excellence and Adoption

The Business Program Manager, acting as the Usage Excellence Lead, is responsible for driving sustained adoption and measurable usage of Copilot Chat, Copilot Agents, and core M365 capabilities. This is achieved through strong business process management and rigorous execution. The role ensures that usage is operationalized, governed, and scaled effectively via clear processes and disciplined Rhythms of Business (ROBs), leading to predictable outcomes and tangible value realization.

Qualifications: What You'll Bring

• Bachelor's Degree in Business, Operations, Finance, or a related field AND 2+ years of experience in program management, process management, or process improvement, OR equivalent experience.

Additional Or Preferred Qualifications:

• Master's Degree in Business, Operations, Finance, or a related field AND 3+ years of experience in program management, process management, or process improvement.
• OR Bachelor's Degree in Business, Operations, Finance, or a related field AND 5+ years of experience in program management, process management, or process improvement.
• OR equivalent experience.

Key skills/competency

• Program Management
• Process Improvement
• Business Operations
• Customer Success
• AI Adoption
• M365 Capabilities
• Business Process Management
• Execution Rigor
• Value Realization
• Strategic Planning