Microsoft—Business Program Manager - Customer Lifecycle Operations

Job description

Description: Overview Customer Lifecycle Operations (CLO) is part of Microsoft Business Operations and is responsible for the design, delivery, and optimisation of global outsourced digital sales and customer engagement programs. CLO manages a large-scale ecosystem of vendor partners to drive customer acquisition, retention, and revenue growth across Microsoft’s commercial businesses. The CLO Program Manager is a strategic and operational leader responsible for managing end-to-end program delivery across a portfolio of global vendor-led programs spanning Vendor Digital Sales (VDS), Digital Customer Acquisition (DCA), Solutions, and Renewals. This role requires a strong combination of AI-enabled program leadership, continuous improvement mindset, commercial acumen, and vendor management expertise, with the ability to operate effectively in complex, global, and highly matrixed environments. Responsibilities Program Leadership & Execution - Support the design, implementation, and continuous improvement of complex global programs across multiple CLO motions. - Own end-to-end program delivery, including scope, timelines, governance, risk management, and execution. - Drive Rhythm of Business (ROB), ensuring alignment, accountability, and delivery against objectives. - Define and manage success criteria, including KPIs, SLAs, OKRs, and program performance metrics. AI/CI Transformation - Continuously re-invent workflows by eliminating waste and simplifying processes before automation - Integrate AI, automation, and Copilot capabilities into program delivery to improve efficiency and outcomes. - Proactively identify and implement opportunities to automate workflows, enhance reporting, and drive data-led insights. - Champion adoption of AI-enabled tools across internal teams and vendor partners - Contribute to the evolution of AI-first, digitally enabled sales, and operations models. Commercial & Sales Impact - Align program execution with Microsoft’s commercial priorities, including pipeline generation, revenue growth, and customer retention. - Partner with Sales, Customer Success, and Solution teams to deliver measurable business outcomes. - Monitor and optimise sales performance indicators, including pipeline health, conversion, and renewal metrics. - Translate business strategy into executable vendor-led sales motions. Vendor & Partner Management - Manage an ecosystem of outsourced vendors, ensuring delivery of contracted outcomes and compliance with Microsoft standards. - Establish and lead vendor performance management processes, including scorecards, reviews, and audits. - Drive continuous improvement through benchmarking, insights, and performance analytics. - Manage vendor capacity, cost, and capability alignment with program requirements. Data & Insights - Leverage data, analytics, and dashboards to evaluate program performance and inform decision-making. - Conduct cost-benefit and ROI analysis to drive optimisation and value realisation. - Translate complex data into actionable insights and executive-level narratives. - Identify risks and improvement opportunities through data-led analysis. Cross-Functional Leadership - Collaborate across a global network of stakeholders, including Sales, Finance, Engineering, and Operations - Influence and align stakeholders in a matrixed environment to drive outcomes and adoption. - Lead change management initiatives to ensure successful implementation of new programmes and capabilities. - Communicate effectively with senior stakeholders, providing clarity and context in complex environments. - Develop and maintain strong relationships with Microsoft stakeholders and global tele vendors, ensuring alignment with Microsoft's goals and objectives. - Ensure that supplier (global vendor) performance consistently meets and exceeds the expectations of our stakeholders. The role demands significant executive stakeholder engagement and adept stakeholder management within a matrix organization. Qualifications Required Qualifications - Bachelor’s degree in business, Operations, Finance, or a related field (or equivalent experience) - Demonstrated experience in program management, operations, or a related discipline. - Proven ability to manage complex, cross-functional programs in a global environment. Preferred Qualifications - Experience in sales, sales operations, or commercial program management - Experience managing outsourced vendors, partners, or supplier ecosystems. - Ability to design, measure, and optimise workflows using structured CI frameworks. - Experience applying AI, automation, or advanced analytics to business processes. - Experience in technology, cloud, or digital sales environments - Advanced degree (for example, MBA) preferred. Required Skills & Competencies AI/CI Fluency - Ability to streamline processes and eliminate redundancy. - Ability to apply AI tools and automation to improve program delivery and efficiency. - Curiosity and continuous learning mindset in emerging technologies and digital transformation Commercial Acumen - Understanding of sales drivers, customer lifecycle, and revenue-based performance metrics - Ability to connect program execution to measurable business outcomes. Vendor & Stakeholder Management - Strong experience in managing vendor performance, governance, and relationships. - Ability to influence without authority across internal and external stakeholders. Core Programme Management Capabilities - Problem solving and troubleshooting: ability to work through ambiguity and deliver structured solutions. - Analytical thinking: data-driven approach to decision making and performance management. - Communication and storytelling: clear, concise communication tailored to varied audiences. - Agility and adaptability: ability to respond effectively in fast-paced, changing environments. - Cross-functional collaboration builds strong partnerships across teams. 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.