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), industry-specific customer segments (Public Sector, Education, Healthcare and Life Sciences), and a robust digital/technical portfolio.

Microsoft is looking for a Senior Business Program Manager (Implementation Lead) for e Bonding is responsible for end‑to‑end execution of partner-specific implementations within Microsoft’s e Bonding program, a strategic initiative that modernizes how Cloud Solution Partners (CSPs) engage Microsoft for support through secure, bi‑directional ITSM integration.

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

Partner Implementation Ownership (E2E Delivery)

• Own end‑to‑end implementation execution of e Bonding for assigned partners—from kickoff through production readiness.
• Drive delivery across all phases: discovery, readiness assessment, design alignment, build coordination, testing, UAT, and go‑live.
• Serve as the primary point of accountability for partner onboarding outcomes, timelines, and quality.

Program-to-Execution Translation

• Translate the e Bonding program’s standards, requirements, and operating model into partner‑specific execution plans.
• Ensure partner implementations align with defined architecture patterns, security/compliance requirements, and support workflows.
• Surface gaps, risks, or partner-specific constraints back to the program lead with clear options and recommendations.

Cross-Functional Delivery Management:

• Coordinate across Microsoft engineering, CES support, compliance, privacy, security, and operations teams to unblock delivery.
• Manage dependencies, sequencing, and handoffs between Microsoft internal teams and partner technical owners.
• Run structured delivery rhythms (status, risk reviews, decision forums) with internal and partner stakeholders.

Project & Risk Management:

• Own implementation plans, milestones, RAID logs, and change control for each partner engagement.
• Proactively identify delivery risks (technical, compliance, partner readiness) and drive mitigation plans.
• Escalate issues early with clear framing, impact assessment, and decision asks.

Partner Engagement & Enablement:

• Act as Microsoft’s delivery lead for partner technical teams throughout implementation.
• Set expectations with partners on roles, responsibilities, timelines, and readiness requirements.
• Drive disciplined execution while maintaining strong partner relationships and credibility.

Operational Excellence & Repeatability:

• Apply standardized onboarding frameworks, templates, and playbooks to ensure consistency across partners.
• Capture learnings from each implementation to continuously improve the onboarding motion.
• Support scale by helping make implementations predictable, repeatable, and governable, not bespoke.

Qualifications Required/minimum qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement
• OR equivalent experience.
• 5+ years experience of customer or partner facing role

Additional or Preferred Qualifications

• Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement
• OR equivalent experience.
• 6+ years of experience in program and/or project management delivering complex, cross‑company technical initiatives.
• Proven experience managing end‑to‑end implementations involving multiple engineering, operations, and external partner teams.
• Strong execution skills in ambiguous, fast‑moving environments with evolving requirements.
• Demonstrated ability to manage dependencies, risks, and delivery tradeoffs across matrixed organizations.
• Excellent communication skills—able to translate between technical teams, business stakeholders, and external partners.
• Experience delivering enterprise platform integrations, ITSM systems, APIs, or support workflows.
• Familiarity with Service Now, Dynamics, or similar enterprise support platforms.
• Experience navigating security, privacy, compliance, and readiness reviews for production systems.
• Background in partner-facing or ecosystem-based delivery models.
• Comfort operating as a “field general” for delivery—hands-on, detail-oriented, and outcome-driven.

Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 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.