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.
Within Customer Success we are focused on our own AI and Copilot adoption by identifying our most pervasive pain points that can be solved with AI design wins; codifying our learnings and best practices; and working directly with customer and partner executives to help them accelerate their own AI Transformation with credibility and trust built from our experience as Customer Zero. This will come through using our own products and services, and our innovation will yield business benefits for Microsoft which we will then share with our customers.
Each day is different as we become a Frontier organization. This Director, Customer Success AI Change Management role requires an individual to be self-motivated, adaptive, self-directed and pro-active. The individual in this role must be comfortable with ambiguity, and excellent at communications in a fast-paced, heavily matrixed environment, while driving high quality results. AI Transformation requires us to operate with a growth mindset powered by the highest level of integrity, inclusivity, and trust.
This role focuses on advising and being a practitioner of change in the agentic age. The individual will work with their peers and leadership to drive the human-centered change strategy forward, developing change interventions, and impactful experiences for Customer Success Account Managers, Cloud Solution Architects, and their managers. Defining moments that matter as we use AI and automation to transform the way work is done in Customer Success, Microsoft and for everyone on the planet.

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.

Responsibilities:

• Change Advisory & Activation Planning
• Serves as a change leader on integrated change and activation efforts, connecting the dots between business strategy and field impact.
• Provides insights and advisory support to inform change plans developed by partner teams, ensuring alignment with business priorities and field realities.
• Identifies opportunities to shape activation recommendations that complement and extend existing change programs.
• Manages select initiatives as a virtual team lead, collaborating cross-functionally to advance shared goals by influencing and leading across the system.

Customer Zero & Internal Activation:

• Leads strategic internal activation of Microsoft solutions as a Customer Zero advocate, translating lived experiences into scalable best practices that influence product usage and customer adoption and feedback to improve human and agentic performance.
• Surfaces learnings and gaps across internal experiences to shape future-state enablement strategies, ensuring as part of a team that field teams are equipped for customer-centric engagement.

Insight Generation & Thought Leadership:

• Generates actionable insights from field, partner, and internal feedback, influencing strategic decision-making through storytelling and evidence-based recommendations.
• Develops thought leadership artifacts (e.g., presentations, white papers) that demonstrate deep understanding of change dynamics within complex enterprise environments.
• Operates with executive presence and influence, guiding senior stakeholders while aligning and respecting boundaries of partner team mandates.

Qualifications:

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.
  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.
• Certification in or knowledge/experience of change management methodologies (Prosci, Kotter, etc.).
• Hands-on experience in driving adoption in complex matrix environments, involving multiple stakeholders, geographies, and functions.
• Proficient in translating business needs and user feedback into clear and actionable strategies, plans, deliverables, and timelines.
• Demonstrated experience in driving AI transformation within a technology and/or consulting environment.
• Proficient in verbal and written communication skills at all levels, and ability to tailor the message and style to different audiences and channels while weaving a left to right story of benefit.
• Proficient negotiation skills and ability to influence change at all levels of the organization, and overcome resistance and barriers.
• Extensive experience with cross-group collaboration, working across diverse stakeholders to build partnerships, define benchmarks and execute initiatives.

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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.