Business Program Manager - Service Strategy Portfolio

Business Program Manager - Service Strategy Portfolio Lead

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.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. We are looking for a Business Program Manager - Service Strategy Portfolio lead in the Advocacy and Customer Trust (ACT) organization that delivers connected support experiences to our customers to gain and keep their trust. As the Business Program Manager - Service Strategy Portfolio lead, you will play a pivotal role in shaping and executing product strategy by developing a deep understanding of Microsoft's business model, financial drivers, and strategic priorities. You'll leverage advanced business acumen to interpret customer, market, and performance data, driving actionable insights and investment decisions. This role leads complex cross-organizational problem solving, aligns multiple workstreams, and creates compelling content to secure executive sponsorship. You will operationalize programs at scale, manage business outcomes with clear performance metrics, and proactively identify opportunities for improvement. As a change leader, you'll influence stakeholders across all levels to adopt new priorities and ensure sustainable program success.

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

• Develops a deep understanding of Microsoft's business model, financial drivers, and strategic priorities to inform program direction and decisions.
• Leverages advanced business acumen and business analysis skills to interpret customer, market, and performance data — identifying actionable insights and shaping investments accordingly.
• Uses sound business judgment to evaluate tradeoffs, anticipate risks, and recommend optimal paths forward in ambiguous or rapidly evolving contexts.
• Influences senior stakeholders across functions by connecting program strategy to business value, grounded in financial and operational understanding.
• Leads complex cross-organizational problem solving and scenario analysis to develop business cases and make data-backed investment decisions.
• Drives program strategy and execution planning — from root cause analysis and requirements gathering to defining milestones and resource needs.
• Brings structure to complexity, aligning multiple workstreams and simplifying key issues for decision-makers.
• Creates compelling, insight-driven content (e.g., proposals, business cases, exec reviews) to secure alignment and sponsorship.
• Defines and manages landing and communication plans. Operates a tight rhythm of business (ROB) to ensure accountability, risk management, and progress tracking.
• Works cross-functionally (Engineering, Supply Chain, Finance, TPMs) to operationalize programs at scale.
• Evangelizes initiatives using persuasive storytelling, backed by data and clear business rationale.
• Tailors communication to influence diverse audiences — from executives to IC-level stakeholders.
• Owns a portfolio of programs with clear business outcomes, Profit & Loss (P&L) visibility, and performance metrics.
• Conducts financial and ROI analysis to assess investment impact and guide tradeoff decisions.
• Builds scorecards to monitor KPIs and generate insights for ongoing improvements.
• Proactively identifies inefficiencies and systemic gaps, proposing end-to-end solutions with measurable business value.
• Maintains fluency in business operations, cost models, and resource tradeoffs to guide prioritization and alignment.
• Shapes and drives organizational change, influencing leaders and teams to adopt new priorities and behaviors.
• Ensures sustainable adoption of new programs and processes by aligning change to business outcomes and operational readiness.

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. + 6+ years management (e.g., people, project, process, vendor, change) experience.

Additional or Preferred Qualifications: Master's Degree in Business, Operations, Finance, or related field AND 12+ years experience 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. + 8+ years people management experience. Deep business acumen with analytical and financial modeling capabilities. Proven ability to connect program objectives to financial impact, cost structure, and broader business goals. Proficient business judgment, with a track record of influencing complex decisions through a combination of data, insight, and executive storytelling. Skilled in stakeholder engagement, negotiation, and aligning cross-functional teams to drive outcomes.

Business Program Management M6 - 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.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.