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 Business Transformation & Strategic Programs (BTSP) organization is hiring a Process Optimization Manager to lead the identification, design, and deployment of Agentic AI‑driven process improvements across Microsoft’s internal Customer Success and Support operations. This role focuses on embedding AI agents into operational workflows to reduce manual effort, improve quality and consistency, accelerate cycle time, and enhance both customer and employee experience, while operating within Microsoft’s Responsible AI, security, and governance standards.

This role sits at the intersection of enterprise transformation, process management, and applied AI. The ideal candidate combines strong business operations acumen with hands‑on experience building AI‑enabled automation and agentic solutions, translating complex operational challenges into durable, scalable, and measurable improvements.

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.

• Identify and prioritize Customer Success & Support processes with the highest potential for improvement through AI‑driven and agentic automation, using data, operational insight, and business impact analysis.
• Design, build, and deploy Agentic AI solutions that optimize end‑to‑end workflows, embedding AI agents into operational processes to reduce manual effort, handoffs, cycle time, and operational friction.
• Engineer AI‑enabled process solutions, including agent orchestration, automation, evaluation, and exception handling, ensuring solutions are production‑ready and scalable.
• Partner cross‑functionally with Customer Success, Support Engineering, Data, Security, Privacy, and Governance teams to deliver AI solutions into production environments.
• Define success metrics and measure impact of AI‑driven process improvements, leveraging telemetry, performance data, and feedback loops to continuously optimize outcomes.
• Ensure Responsible AI implementation, including alignment with Microsoft AI, privacy, and security standards, with appropriate human‑in‑the‑loop controls, escalation paths, and governance.
• Communicate clearly and influence effectively across organizations, translating complex operational challenges and AI solutions into actionable insights and decisions.
• Develop reusable patterns, playbooks, and best practices to support BT&SP’s broader adoption of agent‑based process transformation.

Required Qualifications:

Process Management IC3 - The typical base pay range for this role across the U.S. is USD $76,800 - $151,900 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 $100,800 - $168,000 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

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.