Business Strategy - Continuous Improvement
Microsoft
Business Strategy - Continuous Improvement
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.
As a strategic leader within the AI Transformation and Continuous Improvement team in Global Customer Success (GCS), the Business Strategy - Continuous Improvement role will define and drive high-impact initiatives that advance operational excellence, accelerate digital maturity, and foster innovation at scale. This role leads enterprise-wide process optimization and re-engineering, architecting AI-first solutions that enhance business performance and customer outcomes. You will partner with senior stakeholders across field, delivery, engineering, and data teams to design scalable frameworks, govern KPIs, and champion adoption through executive alignment, structured change management, and capability building. Success requires exceptional strategic vision, transformational leadership, and the ability to influence and deliver measurable impact across a dynamic, global organization.
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
- Master's Degree in Business Administration or related field AND 4+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR Bachelor's Degree in Business, Finance, Economics, Liberal Arts, Computer Science, or related field AND 6+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR equivalent experience.
- Enterprise Process Optimization & Leadership: Proven experience driving enterprise-wide process improvement using Lean Six Sigma or similar methodologies, delivering measurable impact on cost, quality, and cycle time; Six Sigma Black Belt (or equivalent) with expertise in statistical analysis, structured problem-solving, and large-scale process optimization.
- AI-Driven Transformation: Deep expertise in integrating Microsoft AI technologies (Copilot, Azure AI, Power Automate, predictive analytics) into business workflows; skilled in architecting AI-first process redesigns and ensuring governance, data integrity, and ethical deployment.
- Change Management & Organizational Enablement: Demonstrated success leading digital transformation initiatives aligned with strategic goals, improving customer experience and operational efficiency; strong capability in stakeholder engagement, communication planning, resistance mitigation, and mentoring teams in Lean Six Sigma, Agile, and continuous improvement.
- Executive Communication & Influence: Exceptional ability to translate complex technical concepts into compelling narratives for senior audiences; proven influence skills to drive alignment and impact at scale, leveraging visualization and storytelling techniques to clarify strategic outcomes and support leadership decision-making.
Additional or preferred qualifications
- Master's Degree in Business Administration or related field AND 8+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience
- OR Bachelor's Degree in Business, Finance, Economics, Liberal Arts, Computer Science, or related field AND 12+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience
- OR equivalent experience.
- 4+ years experience in Strategy, Management Consulting, and/or Finance.
- Additional certifications in Agile, Project Management (PMI, PRINCE2), ITIL, or Prosci/ADKAR change management frameworks.
- Experience designing and delivering enterprise-level Lean Six Sigma training programs and structured learning paths.
- Practical application of advanced process design, including the ability to reimagine workflows from the ground up to fully leverage digital technologies, unlock new efficiencies, and drive scalable innovation.
- Strong business acumen with the ability to build and interpret ROI models, effort estimates, and impact assessments.
- Comfortable operating in ambiguity and driving clarity through structured analysis and storytelling.
- Experience building business cases for business / technology initiatives with measurable outcomes and stakeholder buy-in.
- Expertise in KPI design, optimization, and governance, including the use of dashboards, scorecards, and post-implementation reviews to ensure sustained performance and continuous feedback loops.
Business Strategy IC5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 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 - $272,300 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 November 8, 2025.
#CES #GCS
Responsibilities
Enterprise Process Re-Engineering & Optimization
- Lead large-scale, cross-functional process transformation initiatives, leveraging advanced Six Sigma methodologies to drive measurable improvements in efficiency, quality, and scalability.
- Architect and implement AI-first process redesigns, integrating Microsoft Copilot, Azure AI, and automation platforms to create intelligent, adaptive workflows that deliver business value at scale.
- Facilitate executive-level workshops and strategic reviews, applying tools such as DMAIC, SIPOC, and Value Stream Mapping to identify opportunities, reduce defects, and optimize end-to-end delivery.
- Champion a culture of operational excellence, embedding continuous improvement principles and fostering innovation across global teams.
AI-Enabled Business Strategy & Digital Maturity
- Design and execute strategies that accelerate digital transformation and maturity within Global Customer Success, aligning initiatives with organizational objectives and customer-centric outcomes.
- Collaborate with senior leaders, engineering, and data teams to embed AI capabilities into core business processes, driving adoption and measurable impact.
- Serve as a trusted advisor on AI governance, ethical deployment, and data integrity in business operations.
Change Leadership & Executive Influence
- Spearhead change management programs, ensuring stakeholder alignment, adoption, and sustainability of transformation efforts.
- Mentor and coach emerging leaders, building organizational capability in Lean Six Sigma, Agile, and continuous improvement.
- Develop and deliver executive-level communications, translating complex technical concepts and transformation outcomes into compelling narratives for senior audiences.
Performance Management & KPI Optimization
- Define, operationalize, and govern key performance indicators (KPIs) that drive accountability and strategic alignment.
- Leverage advanced analytics and AI to monitor, refine, and elevate performance metrics across functions.
- Conduct post-implementation reviews and success audits to ensure sustained impact and continuous feedback loops.
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