Business Program Management

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.

To drive measurable business impact by ensuring the quality, effectiveness, and continuous improvement of Success Enablement services within the designated time zone. The team's mission is to empower customer success teams and delivery partners through seamless vendor management, robust field enablement, and the adoption of best practices—delivering high satisfaction for customers, field, and vendors alike. By fostering a culture of collaboration, resilience, and growth mindset, the team champions operational excellence, contract compliance, and innovation, ensuring that every service delivered contributes to customer outcomes and organisational success.

The Success Enablement TZ Lead is responsible for driving the quality, effectiveness, and continuous improvement of Success Enablement services within their designated time zone (TZ). This role ensures seamless vendor management, field enablement, and the implementation of best practices to deliver measurable business outcomes.

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

• Vendor Leadership & Quality Delivery
• Field Escalations & Service Quality
• Reporting & Insights
• Rhythm of Business (ROB) & Communications
• Continuous Improvement & Enablement

Qualifications

Required/minimum qualifications

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

Advanced certifications in programme management or IT service management (e.g., PMP, ITIL) are advantageous.

Experience in programme management, service delivery, or related fields (e.g., consulting, operations, customer success).

Proven track record in managing vendor performance and operational governance across multiple geographies.

People or stakeholder management experience.

Please note that relocation is not supported for this role.

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.