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 a key contributor within the AI Transformation and Continuous Improvement team in Global Customer Success (GCS), you will support and help execute initiatives that enhance operational excellence, advance digital maturity, and encourage innovation across the organization. This role focuses on process optimization and re-engineering aligned with our AI-first vision, contributing to improvements in business performance and customer outcomes. You will collaborate with stakeholders across field, delivery, engineering, and data teams to help implement scalable frameworks, support KPI governance, and promote adoption through effective change management and capability building. Success in this role requires strong analytical skills, collaborative leadership, and the ability to influence and deliver results within a dynamic, global environment.

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.

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.

Required/minimum qualifications

• Master's Degree in Business Administration or related field AND 3+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR Bachelor's Degree in Business, Finance, Economics, Liberal Arts, Computer Science, or related field AND 4+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR equivalent experience.
• 3+ years experience in Strategy, Management Consulting, and/or Finance.

Additional or preferred qualifications

• Master's Degree in Business Administration or related field AND 6+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR Bachelor's Degree in Business, Finance, Economics, Liberal Arts, Computer Science, or related field AND 8+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR equivalent experience.

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.