Customer Success Insights, Director Business Program Management of Agent Insights
Microsoft
Sales & Business Development, Customer Service
New York, NY, USA
USD 130,900-277,200 / year
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 is leading the effort to create outstanding customer experience through Support offers, accelerated customer outcomes, solution adoption, solution health and customer relationships.
The Customer Success Insights, Director Business Program Management of Agent Insights will be part of XSA Insights (Cross Solution Area), to drive strategy, execution and requirements for reports to support our Go To Market motion for AI. This role will be part of the Insights planning for execution views across Copilot, Agents, Security and IQ layers to build the best way to measure performance for the one platform story and definition of Usage, Consumption KPIs to measure execution of the business.
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
Drive Insights Strategy for Agents & Consumption
- Be part of XSA Insights, owning strategy, execution, and requirements for reporting that supports Frontier sales transformation. Lead insights planning to enable execution views across Copilot, Agents, Security and IQ layers, ensuring a cohesive “one platform” performance story.
Build Measurement Frameworks for Execution & Performance
- Define and evolve usage and consumption KPIs to measure execution of the business. Partner with stakeholders to ensure metrics clearly reflect performance, adoption, and value realization across new and existing offerings.
Partner Across CSU and Business Strategy Teams
- Work closely with CSU Business Strategy teams to align on execution views needed to support emerging offers and products, including various sales licensing models and products. Ensure consistent approaches and shared definitions across teams.
Design Scalable Reporting & Execution Views
- Create sustainable reporting and dashboards that support rhythm of business and leadership cadences. Continuously improve insights to surface leading indicators, execution risks, and opportunities for action.
Advance Risk & Performance Models
- Enhance and modernize existing risk model views across Microsoft Solution Areas, integrating new signals from agents, usage, and consumption to improve visibility into business health.
Connect the Dots Across Data & Stakeholders
- Collaborate across Insights, Business Operations, Customer Success, Finance, and Sales teams to improve data quality, alignment, and access. Translate complex data into actionable insights that support decision‑making.
Embody Microsoft Culture & Values
- Operate with a strong sense of ownership, collaboration, and growth mindset while embodying Microsoft’s culture and values.
Qualifications
Required/Minimum Qualifications:
- Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement O
- OR equivalent experience.
Additional/Preferred Qualifications:
- Master's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement
- OR Bachelor's Degree in Business, Operations, Finance, or related field AND 15+ years experience in program management, process management, or process improvement
- OR equivalent experience.
- 5+ years of experience using data to drive business outcomes or inform business decisions while managing relationships with stakeholders.
- Sound knowledge & understanding of financial & sales processes, scorecards & key performance indicators used across Microsoft.
- Advanced Excel, PowerBI & PowerPoint skills; aptitude for working with tools, systems, and large volumes of complex data.
- Experience designing and improving reporting processes & data models, especially for new businesses and evolving scenarios.
- Demonstrated ability to manage multiple priorities successfully and effectively in a fast-paced, matrixed environment.
- Familiarity with Customer Success or Commercial business areas, including sales, consumption & usage driving performance with solutioning and delivery.
Business Program Management IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 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 $165,600 - $303,600 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
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.