Pan Azure Business Programs Operations Lead


Location: United States

Job Type: Full time


Perfection not required
Excited about this role, but not sure if you meet 100% of the criteria? Employers would still love to hear from you.

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 CE&S 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 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.


Business Program Planning and Design

  • Examines the business to identify issues and solves complex problems and synthesizes across organizational boundaries. Drives consensus to prioritize key business goals, objectives, and strategies, and develop short- and long-term business priorities. Understands and identifies current program risks, impact, and develops mitigation plans impacting Microsoft.
  • Identifies and scopes opportunities to develop new programs and improve current ones impacting Microsoft. Drives the identification and resolution of root problems (e.g., root-cause analysis), the definition of the program strategy, gathers program requirements, identifies resource needs, creates the project plan and targets, and works across teams to align on the plan of record. Improves operations of existing programs by applying industry methodology, defining crucial complex program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues. Drives clarity in highly crucial program issues and strives for simplification.
  • Drives strategic alignment among cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design crucial programs from initiation to delivery. Provides thought leadership to produce collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.
  • Acts as a subject matter expert to drive the defining and tracking of success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as quality, adoption, usage, impact, and effectiveness for the program.

    Business Program Excellence and Execution
  • Sets best practices to define and executes on a landing and communication plan, such as the target audience(s) and communication strategy. Drives the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Drives others to work across teams (e.g., Solution Areas, Finance and other Business Operations Function) to ensure all program requirements are understood and can be met.
  • Acts as a subject matter expert to evangelize crucial programs to stakeholders, partners, and customers to gain buy in. Leverages data and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) to demonstrate the value of the program and show business impact. Drives others to adapt communication style and storytelling strategy according to audience and business needs.

    Business Program Management
  • Oversees a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for crucial programs. Communicates the program status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes. Establishes objectives and success criteria for the project in an inclusive collaborative manner with all stakeholders.
  • Acts as subject matter expert to drive others to understand mapping or how systems work and impact one another. Drives the collaboration and leverages other teams (e.g., Supply Chain, Engineering, Sales) to ensure program processes are rigorous and executed efficiently. Develops processes around scope and scheduled changes for programs impacting Microsoft and communicates it to stakeholders. Recognizes process gaps/inefficiencies and drives strategies for optimization.

    Business Program Evaluation and Improvement
  • Provides deep expertise to conduct cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]). Leverages monthly business review revenue (MBR) and/or other forums to drive strategic and overall performance decisions with stakeholders and runs rhythms regularly to identify what is working and what is not and makes improvements accordingly.
  • Provides subject matter expertise to collect and evaluates success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as acquisition, usage, impact, effectiveness, and customer feedback to use scorecards and dashboards to monitor programs and ensure all activities align with business and program objectives, and to report up to leadership and create leadership visibility. Optimizes the use of data analytics (e.g., scenario analyses) to derive insights and training that help identify current and future program risks and mitigation plans, as well as opportunities to streamline and optimize programs based on lessons learned that impact Microsoft.
  • Utilizes direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly. Drives the definition of the vision and strategy for change, broad and specific impact, and the flow of communication to the organization. Ensures buy in and adoption of the new program or change by others in the organization. Drives others to develop the collateral required to enable key stakeholders and others to be onboard. Drives the training, reskilling, and mapping of individuals in partnership with Human Resources (HR).


  • Embody our
culture and values


Required/Minimum Qualifications

  • Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement
    o OR equivalent experience.

    Preferred Qualifications
  • Domain expertise in Azure solution areas
  • IT/Telco or related Industry Experience and working knowledge of Microsoft Solution areas
  • Experience in strategic planning, execution, building relationships and working with executives at all levels.
  • Strong knowledge and experience working with engineering, corporate headquarters, field teams, and customers at a senior level is an excellent advantage.
  • Ability to work under pressure with deadlines, and a strong ability to manage ambiguity and uncertainty, while driving clarity.
  • Ability to work across organizational boundaries to build alignment and drive closure on issues and results; good project management skills.
  • Competency in the areas of cross group collaboration, analytical/financial thinking, creative problem solving, process development and strategic development.
  • Strong organizational skills, excellent execution, and follow through skills.
  • Ability to adapt and change with the needs of the organization and business.
  • Manages confidentiality without exception; demonstrates outstanding judgment.
  • Ability to manage multiple tasks/projects simultaneously.
  • Power-user of Teams and PowerPoint.
  • High personal accountability for self and others and models Microsoft values

You may work remotely, anywhere in the United States.

The salary for this role in the state of Colorado is between $129,800 – $194,800 USD.

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work. US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.

You’ve got this!