Director of Business Program Management - Implementation & Adoption
Microsoft
Director of Business Program Management - Implementation & Adoption
Multiple Locations, United States
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
We are seeking a Director of Business Program Management (BPM) to join the Service Management and Execution organization, where they will lead the worldwide implementation and adoption of Success Programs that deliver measurable customer outcomes across Customer Health, Cloud Deployment, Usage, and AI Innovation. These programs are built to scale, driving predictable results through digitized process improvements and strategic coverage models. The ultimate goal is to secure and accelerate our customers’ digital journey while maximizing value realization through increased and optimized cloud consumption and usage.
This role is flexible in that you can work up to 100% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement
- OR equivalent experience.
- 6+ years management (e.g., people, project, process, vendor, change) experience.
Additional or Preferred Qualifications
- Bachelor's Degree in Business, Operations, Finance or related field AND 12+ years experience in program management , process management, process improvement
- OR Master's Degree in Business, Operations, Finance or related field AND 10+ years program management experience, process management, process improvement
- OR equivalent experience.
- Experience in Customer Health, Cloud Deployment, Usage, or AI Innovation
- 8+ years people management experience including managing and leading complex multi-disciplined virtual teams both directly and remotely
- Proven success as developing and diving at scale delivery strategies across Global and sets of customers and verticals.
- Experiences of managing and leading complex multi-disciplined virtual teams both directly and remotely
- Understanding of Customer Success and Global Support and delivery functions
- Ability to orchestrate, lead, and influence virtual teams.
- Presentation skills with a high degree of comfort with both large and small audiences at different levels of organizations require
- Success at developing large scale delivery strategies .
- A track record of being able to work in a heavily matrixed environment while sucessfully influencing outcomes.
- Presentation skills with a high degree of comfort with both large and small audiences at different levels of organizations
Business Program Management M6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $303,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until September 15, 2025
Responsibilities
Customer Success is seeking a passionate, strategic, and purpose-driven leader to join the Service Management and Execution organization. In this role, you will lead a high-performing team responsible for driving worldwide implementation and adoption of Success Programs that drive predictable customer outcomes and scalable execution across Customer Health, Cloud Deployment, Usage, and AI Innovation.
You will own the implementation and adoption of Success Programs across all Areas, ensuring they are grounded in customer needs, aligned with business priorities, and built to scale. Operating in a highly matrixed environment, you will collaborate closely with field and HQ teams across Customer Success, as well as with Segment stakeholders, to bring deep expertise across the Customer Success Unit (CSU) roles into program design.
This role demands a strong ability to create clarity in complex, cross-functional environments, inspire action through a bias for execution, and deliver measurable impact. You will be instrumental in shaping how we execute implementation and adoption of Success Programs.
Key areas of focus include
- Leading the implementation and adoption of Success Programs that enhance the customer journey, drive measurable outcomes, and simplify the CSAM experience through digitized, repeatable motions.
- Proactively engaging with field and delivery stakeholders across Customer Success to lead cross-functional teams that ensure the success of the Success Program delivery, strategy and execution.
- Translating business insights and field feedback into actionable guidance, by identifying risks and opportunities across CE&S and Microsoft.
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