Business Program Manager - AI Transformation

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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 Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

As part of the AI Transformation and Continuous Improvement team within Global Customer Success (GCS), the Business Program Manager - AI Transformation will be a catalyst for AI-driven innovation across the Customer Success Account Manager (CSAM) role. You operate at the intersection of strategy, technology, and execution—surfacing high-impact AI opportunities, qualifying them with clear business requirements and ROI hypotheses, and partnering with finance, engineering, and field stakeholders to bring them to life. Your focus spans the full CSAM lifecycle ensuring AI solutions are not only visionary but also practical and measurable. You will lead the adoption and optimization of new AI and agent tools, prioritize enhancements based on user experience and feedback, and serve as the connection between transformation efforts and CSAM role ownership. If you thrive in a fast-paced, evolving environment and are energized by turning ideas into outcomes, this role is your platform to drive transformation.

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.

Required/Minimum Qualifications

• 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.

• Customer Success or Account Management Experience

  • Minimum of 5 years in a customer-facing role, ideally within enterprise technology, cloud services, or SaaS environments. Candidates should demonstrate a track record of driving customer outcomes, managing strategic accounts, and navigating complex customer environments with autonomy and accountability.

  • Deep understanding of the CSAM lifecycle, including account planning, success planning, governance, and renewals. Must be able to articulate how each phase contributes to customer value and how AI can enhance role execution, with the ability to influence improvements across the lifecycle.

• AI or Digital Transformation Exposure

  • Hands-on experience contributing to AI-enabled or digital transformation initiatives within a business or operational context. Experience should include identifying opportunities, participating in solution design, or supporting deployment of AI tools or platforms, ideally with measurable impact.

  • Ability to translate business challenges into technology-driven opportunities with clear success criteria. Should be comfortable framing problems in terms of data, automation, and user experience, and proposing AI-first approaches that align with strategic priorities.

• Cross-Functional Collaboration & Stakeholder Engagement

  • Proven success working across engineering, finance, and field teams to drive alignment, co-create solutions, and deliver outcomes. Must demonstrate ability to influence without authority and manage competing priorities across diverse teams, often acting as the connective tissue between strategy and execution.

  • Skilled in managing diverse stakeholder perspectives and navigating complex organizational dynamics. Should be adept at building trust, resolving conflicts, and driving consensus in ambiguous or fast-changing environment.

Additional or Preferred Qualifications

• Master's Degree in Business, Operations, Finance, 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.
• Demonstrate advanced capability in strategic thinking, quantitative analysis, and cross-functional problem solving.
• Deep understanding of the CSAM lifecycle, including account planning, success planning, governance, and renewals. Must be able to articulate how each phase contributes to customer value and how AI can enhance role execution, with the ability to influence improvements across the lifecycle.

• Strategic Thinking & Analytical Skills

  • Strong business acumen with the ability to build and interpret ROI models, effort estimates, and impact assessments. Should be able to quantify benefits, assess trade-offs, and support investment decisions with clear logic and data, often independently.

  • Comfortable operating in ambiguity and driving clarity through structured analysis and storytelling. Must be able to synthesize complex inputs into actionable insights and communicate them effectively to technical and non-technical audiences.

• AI Solution Design & Tool Familiarity
  • Experience designing, implementing, or scaling AI tools, copilots, or intelligent agents in a business context. Ideal candidates will have worked with Microsoft AI platforms (e.g., Azure AI, Microsoft Copilot) in real-world scenarios.
  • Familiarity with user experience design principles and feedback-driven iteration. Should understand how to gather user insights, prioritize enhancements, and improve adoption through intuitive design and continuous improvement.
• Agile Delivery & Change Management Expertise
  • Exposure to agile methodologies, sprint planning, and iterative delivery cycles in a cross-functional environment. Should be able to operate within agile rhythms, contribute to backlog refinement, and support continuous delivery with minimal oversight.
  • Experience leading or supporting change management efforts, including communications, training, and adoption strategies.
• Financial Modeling & Business Case Development
  • Ability to partner with finance teams to develop investment cases, cost-benefit analyses, and funding proposals. Should be comfortable working with financial models, understanding cost structures, and articulating value in business terms to influence prioritization.
  • Experience building business cases for technology initiatives with measurable outcomes and stakeholder buy-in. Must be able to define success metrics, forecast impact, and align proposals with strategic priorities across multiple teams.
• Executive-Level Communication & Influence
  • Strong written and verbal communication skills tailored to senior leadership and cross-functional audiences. Should be able to craft compelling narratives, simplify complex ideas, and present confidently in high-stakes settings.
  • Ability to synthesize complex ideas into clear, actionable recommendations that drive decision-making. Must demonstrate strategic storytelling skills and the ability to influence direction through data, insight, and credibility.

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

Microsoft will accept applications for the role until September 22, 2025.

#CES #GCS

AI Opportunity Identification & Innovation

• Identify and prioritize AI opportunities across the CSAM lifecycle that reduce friction, unlock efficiency, and improve customer and employee outcomes.
• Conduct landscape scans and leverage data insights to surface high-impact, scalable AI use cases.
• Stay informed on emerging AI trends and technologies to inspire forward-looking, transformative solutions.

Idea Qualification & Business Case Development

• Translate AI concepts into actionable business requirements, use cases, and success criteria.
• Develop standardized qualification frameworks to assess feasibility, strategic alignment, and impact.
• Partner with finance to build effort estimates, cost models, and ROI hypotheses that support investment decisions.

Cross-Functional Partnership & Execution

• Collaborate with engineering, CSAM leaders, and field stakeholders to co-design and deliver AI-first solutions.
• Partner in agile execution rhythms by supporting timely delivery, facilitating iterative feedback loops, and aligning efforts with transformation goals through collaboration and enablement.
• Serve as the strategic connector between AI transformation efforts and CSAM role ownership, ensuring relevance and adoption.

Tool Adoption, Measurement & Optimization

• Support deployment and enable adoption of new AI and agent tools across the CSAM community by partnering with role owners, field stakeholders, and readiness teams to ensure alignment, preparedness, and engagement.
• Collaborate to define and monitor success metrics such as usage, satisfaction, and business impact, enabling stakeholders to assess effectiveness and identify areas for improvement.
• Facilitate user feedback collection and support prioritization of enhancements by partnering with engineering and product teams to improve experience, performance, and value realization through iterative refinement.

Strategic Communication & Change Management

• Communicate transformation goals, progress, and outcomes to stakeholders across GCS and the broader organization.
• Support change management efforts to drive understanding, engagement, and sustained adoption of AI solutions.
• Represent the CSAM where needed ensuring solutions are grounded in role realities and field needs.

Other Responsibilties:

• Embody our culture and values