Director, Business Manager

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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.

As the Business Manager within the AI Strategy & Business Innovation organization, the Director, Business Manager will support the General Manager along with the leadership team in creating, framing and executing on the high impact business strategies and coordinating strategic programs focused on transforming the experience for our customers across Microsoft. This is a high impact role that will drive strategy development, design and business execution of strategic programs. Collaborating across multiple teams including Services, Field, Engineering Groups, Operations, Delivery, Finance, Legal and across CE&S is an essential part of the role.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
This role is flexible in that you can work up to 50% 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.

Required/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement
  • OR equivalent experience.
• Aptitude and the passion for both strategy formulation and program execution
• Strong leadership, organizational agility, ability to impact and influence senior level leaders across the company

Additional or Preferred Qualifications

• Master's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 15+ years experience in program management, process management, or process improvement
  • OR equivalent experience.
• Strong interpersonal skills, cross-team collaboration
• Strong executive presence and the ability to collaborate with and influence others
• Project management skills, ability to develop and execute processes that facilitate collaboration, leadership team effectiveness and impact
• Relevant Bachelor‘s degree or experience commensurate with job expectations for this leadership position is desired
• Key Skills that make you successful: Strategic thinking and decision-making, Program and change management and High discretion and confidentiality
• Ability to synthesize top-level messaging and cascade it effectively
• Strong collaboration skills, influence and stakeholder management and Bias for efficiency and autonomy

Business Program Management IC6 - 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 19, 2025.

#CES #GCS

Business Responsibilities

• Operational Strategy & Rhythm of the Business (ROB): Architect and drive the cadence of business operations, including MBRs, QBRs, and leadership reviews.
• Business Planning & Strategy: Lead strategic planning cycles, OKR development, and fiscal year budget orchestration. Drives prioritization and decision making for leaders across the organization by creating clarity in ambiguous situations; partners with the leadership team to develop and execute planning processes
• Executive Communications: Craft and manage internal and external messaging, ensuring alignment across leadership and teams.
• Finance & Budget Oversight: Manage budgets, financial forecasting, and investment prioritization.
• Works with cross-company/team counterparts to manage team participation with the appropriate audiences for key business events, next fiscal year planning, running business reviews, and other strategic business planning activities.
• Contribute to organizational design conversations to further facilitate successful implementation of organizational plans and strategies.

Organizational Health Responsibilities

• Culture & Employee Experience: Drive onboarding, morale, diversity & inclusion, and org health initiative
• Supports and enables a healthy scorecard for the team/organization and promotes culture initiatives aligned to defined People Strategy, connecting leaders and teams to One Microsoft Diversity and Inclusion (D&I) plan resources and guidance.
• Define communications and action plans for the organization in response to employee signals.
• Tracks the use of role-based compliance trainings and new trainings (e.g., security) to drive required training completion rates.