Business Program Manager - Continuous Improvement
Microsoft
Business Program Manager - Continuous Improvement
Multiple Locations, United States
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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 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), Business Program Manager - Continuous Improvement will lead strategic initiatives that enhance operational efficiency, accelerate digital maturity, and embed a culture of innovation across the organization. This role focuses on reengineering processes for AI-first environments, applying Lean Six Sigma methodologies, and driving measurable improvements in performance and customer outcomes. You will collaborate closely with field leaders, operations, engineering, and data teams to design and implement scalable solutions, optimize KPIs, and ensure adoption through structured change management and capability building. Success in this role requires a blend of analytical rigor, transformation leadership, and the ability to thrive in a dynamic, fast-paced environment where ambiguity is the norm and impact is expected.
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.
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.
- Advanced Process Improvement & Performance Management
- Extensive experience applying Lean Six Sigma principles to drive measurable improvements in cost, quality, and cycle time across complex, cross-functional environments.
Proven ability to facilitate enterprise-level workshops, conduct detailed efficiency and gap analyses, and implement structured, data-driven action plans.
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Expertise in KPI design, optimization, and governance, including the use of dashboards, scorecards, and post-implementation reviews to ensure sustained performance and continuous feedback loops.
Advanced Process Improvement & Performance Management.
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AI-Enabled Process Reengineering & Automation
Hands-on experience integrating AI and automation tools (e.g., Microsoft Copilot, Power Automate, predictive analytics) into redesigned workflows to enhance decision-making, reduce manual effort, and unlock new value streams.
Demonstrated success in rethinking legacy processes for digital-first environments—moving beyond automation to architect intelligent, adaptive systems that scale with business needs.
Familiarity with AI governance, data integrity, and ethical deployment practices in operational contexts.
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Transformation Leadership & Capability Building
Proven track record leading digital transformation initiatives that align with strategic business goals and deliver tangible outcomes in customer experience, operational efficiency, and employee engagement.
Deep experience in organizational change management, including stakeholder engagement, communication planning, resistance mitigation, and adoption measurement.
Strong leadership presence with the ability to mentor, coach, and upskill teams in Lean Six Sigma, agile experimentation, and continuous improvement methodologies.
Skilled in fostering a culture of innovation and learning, using frameworks like PDCA, Kaizen, and Agile to drive iterative progress and team empowerment.
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.
- Strategic planning and scenario modeling to guide long-term transformation initiatives.
- Quantitative analysis and financial modeling to support data-driven decision-making and ROI justification.
- Cross-functional problem-solving in complex, matrixed, and global environments.
- Advanced Certification & Strategic Process Design
- Lean Six Sigma Black Belt certification (or equivalent), reflecting mastery in statistical analysis, structured problem-solving, and enterprise-level process optimization.
- Experience in AI-first process design, including the ability to reimagine workflows from the ground up to fully leverage digital technologies, unlock new efficiencies, and drive scalable innovation.
- AI, Intelligent Agents & Automation Tools
- Working knowledge of Microsoft AI technologies, including:
- Copilot for productivity enhancement and decision support.
- Azure AI services for intelligent automation and predictive modeling.
- Other intelligent agents and automation platforms used to streamline operations and augment human capabilities.
- Proven ability to identify, evaluate, and implement AI-driven solutions that reengineer business processes, improve operational efficiency, and support enterprise transformation.
- Working knowledge of Microsoft AI technologies, including:
- Organizational Change Leadership & Learning Enablement
- Practical experience applying change management frameworks such as ADKAR, Kotter’s 8-Step, or similar to drive stakeholder engagement, adoption, and sustained transformation.
- Demonstrated success in designing and delivering structured learning programs that build Lean Six Sigma capabilities, foster continuous improvement, and embed a culture of innovation across teams.
- Executive Communication & Insight Storytelling
- Strong ability to translate complex data, technical concepts, and transformation outcomes into compelling narratives tailored for executive audiences.
- Skilled in visualization and storytelling techniques that clarify strategic impact, build alignment across stakeholders, and support informed decision-making at the leadership level.
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
Microsoft will accept applications for the role until September 22, 2025.
#CES #GCS
Responsibilities
Strategic Continuous Improvement & Operational Excellence
- Champion Lean and Six Sigma or similar methodologies to drive enterprise-wide efficiency, reduce waste, and optimize end-to-end workflows.
- Lead cross-functional initiatives using advanced tools such as SIPOC, DMAIC, and Value Stream Mapping to deliver measurable quality improvements and defect reduction.
- Facilitate high-impact workshops, root cause analyses, and structured problem-solving sessions to accelerate performance gains.
AI-Enabled Process Innovation
- Architect AI-first process reengineering strategies, moving beyond automation to fundamentally redesign workflows for scalability and intelligence.
- Integrate cutting-edge technologies—including Microsoft Copilot, predictive analytics, and Power Automate—to enhance operational decision-making and streamline execution.
- Collaborate with stakeholders and role owners to embed AI capabilities into core business processes.
Digital Transformation & Change Leadership
- Spearhead transformation programs aligned with strategic business objectives and customer-centric outcomes.
- Design and implement change management frameworks to ensure stakeholder alignment, adoption, and long-term sustainability of improvements.
- Serve as a trusted advisor to on digital maturity and organizational readiness.
Capability Development & Culture Building
- Develop and deliver enterprise-level Lean Six Sigma or similar training programs, fostering a culture of continuous improvement and operational excellence.
- Mentor emerging leaders and teams through structured learning paths, hands-on coaching, and experiential learning.
- Promote agile experimentation and iterative improvement using frameworks such as Plan-Do-Check-Adjust (PDCA).
Performance Management & KPI Optimization
- Define and operationalize key performance indicators (KPIs) that align with strategic goals and drive accountability.
- Leverage AI and analytics to monitor, refine, and elevate performance metrics across functions.
- Conduct post-implementation reviews and success audits to ensure sustained impact and continuous feedback loops.
Other Responsibilties: