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 Customer Advocacy's team mission is to incubate and scale innovative new business models and customer experiences. The team leverages adaptive leadership principles to drive large-scale change and transform business models across SME&C (Small, Medium Enterprises & Channel), Digital Natives & ISVs (Independent Software Vendors), Education, Public Sector, Health and Life Sciences and other industry-specific customer segments.

This role will be responsible for identifying opportunities in Public Sector industries to drive scalable customer success solutions and corresponding customer segments worldwide. You will collaborate with cross-functional teams, executives, and stakeholders to shape the program vision, ensuring seamless integration of solutions, and enhancing customer/partner satisfaction.

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 Business & Program Analysis

• Performs program landscape research and analysis (e.g., internal/external market, sales, delivery), conducts forecasting, and examines business insights and trends (e.g., customer feedback, expectations) to identify stakeholders, define program scope, and maintain competitiveness.
• Understands overall business goals, strategies, and both short‑ and long‑term priorities (e.g., AI, security, efficiency, quality).
• Identifies current program risks, assesses impact, and builds/maintains mitigation plans.

Program Strategy & Opportunity Identification

• Identifies and scopes opportunities to create new programs and enhance existing ones.
• Applies structured problem‑solving (e.g., root‑cause analysis) to define program strategy, gather requirements, and ensure alignment with business objectives.
• Establishes and maintains alignment with stakeholders and leadership, defines resource needs, and creates project plans, timelines, and performance targets.

Program Execution & Improvement

• Improves operations of existing programs by applying appropriate methodologies and best practices to diagnose complex issues, evaluate multiple scenarios, and select optimal solutions.
• Drives clarity in complex program areas and seeks simplification in processes, communications, and execution.
• Ensures security principles and requirements are embedded in all planning and delivery processes.

Cross‑Functional Collaboration & Compliance

• Partners across organizational, product, and business teams (e.g., Engineering) to design and deliver complex programs that meet security, privacy, and regulatory standards with minimal guidance.
• Builds alignment across cross‑functional stakeholders to ensure delivery of program goals and consistent execution of the plan of record.

Program Communication & Stakeholder Engagement

• Produces high‑quality collateral (e.g., proposals, strategy decks, internal/external pitch content) that incorporates stakeholder needs and ensures alignment to business goals.

• Leads the rhythm of business (ROB) for program execution, ensuring participants and stakeholders meet required communication and delivery cadences.
  Other

• Embody our culture and values.

Qualifications Required:

• Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience.

Additional:

• Strong passion to learn about new software, AI or security technologies (e.g. pursuit of training or certifications)
• Demonstrated ability to help colleagues or customers understand new technologies and apply them
  Preferred:
• Master's Degree in Business, Operations or related field AND 6+ years experience in program management, process management, or process improvement OR 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.

Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 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.