Director Business Program Management

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 innovative solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

Within GCS, the Global Outsourcing Management & Strategy team is focused on enabling and empowering our Delivery Partner ecosystem to deliver a consistent and differentiated customer experience, aligned with CE&S vision, cultivating a foundation of Trust & Partnership.

This role is a senior leader responsible for defining and executing global outsourcing strategy and managing a portfolio of strategic service partners to deliver business outcomes at scale. The position owns end-to-end accountability for partner performance, financial outcomes, risk management, and innovation across a globally distributed ecosystem.

Success in this role requires balancing commercial rigor, operational excellence, and strategic partnership to drive sustainable value, strengthen strategic partnerships, and create competitive advantage. This leader serves as a trusted advisor to senior executives, shaping how the organization leverages external partners to accelerate growth, improve customer outcomes, and enable transformation through data and emerging technologies.

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 1. Outsourcing Strategy & Portfolio Leadership Define and execute a multi-year global outsourcing strategy aligned to business priorities and growth objectives Design and optimize the partner portfolio, balancing capability, cost, scalability, and geographic coverage Translate regional and business needs into a cohesive, enterprise-wide partner model Delivery Partner 360 Account planning – optimizing DP as a customer, business partner, and supplier 2.

End-to-End Partner Lifecycle Management Lead the full lifecycle of strategic partners, including selection, contracting, onboarding, performance management, and offboarding Establish scalable governance frameworks that enable consistent execution and accountability across all partners Continuously evolve the operating model to support changing business needs 3.

Financial Performance & Commercial Leadership Own financial outcomes across the partner portfolio, including pricing strategy, negotiations, and investment decisions Drive measurable value realization, ensuring commercial structures align to performance and business impact Identify opportunities for cost optimization while maintaining service quality and innovation 4.

Performance, Quality & Risk Management Hold partners accountable for service performance, quality, compliance, and risk management Implement robust governance, escalation, and performance management mechanisms Ensure strong control environments that support security, compliance, and operational resilience 5.

Data-Driven Insights & Execution Leverage data, analytics, and forecasting to identify risks, opportunities, and performance improvement areas Translate insights into actionable plans that improve operational outcomes and partner effectiveness Shift performance management from reactive reporting to proactive, insight-driven decision making 6.

Executive Relationship Management & Influence Build and maintain senior-level relationships with internal stakeholders and external partner executives Serve as a strategic advisor on outsourcing, vendor strategy, and operating model decisions Lead executive governance forums, business reviews, and critical escalations 7.

Transformation, Innovation & Operating Model Evolution Drive continuous improvement across processes, tools, and ways of working to increase scalability and efficiency Enable partner-led innovation and adoption of advanced technologies, including AI and automation Lead transformation initiatives that modernize outsourcing and vendor management practices and enable scalable, future-ready operation 8.

People, Team Leadership Build and lead a high-performing, globally distributed team, setting clear expectations and driving accountability for results Foster an inclusive, high-performance culture that enables people to grow, innovate, and do their best work Scale impact by coaching and developing talent, empowering others, and building leadership capability across the organization Leadership Profile What sets successful leaders in this role apart: Strategic mindset: Thinks long-term, connects strategy to execution, and anticipates industry trends Commercial acumen: Deep expertise in deal-making, negotiation, and value creation Data-driven decision making: Uses insights to drive accountability and performance improvement Executive influence: Builds trust quickly and shapes decisions at the senior leadership level Relationship leadership: Creates high-impact, win-win partnerships that drive mutual success Change leadership: Leads transformation at scale, navigating complexity and ambiguity Ownership and accountability: Takes end-to-end responsibility for outcomes across a global portfolio Impact: This role directly shapes how the organization leverages its global partner ecosystem to deliver customer outcomes, drive efficiency, and unlock innovation.

The leader will play a critical role in evolving outsourcing from a value-focused model to a strategic capability that enables long-term growth and competitive differentiation. 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 OR equivalent experience. 6+ years management (e.g., people, project, process, vendor, change) experience.

Additional or preferred qualifications Master's Degree in Business, Operations, Finance, or related field AND 12+ years experience 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. 8+ years people management experience. 12+ years experience in global outsourcing, vendor management, or partner strategy leadership including 360-degree relationship management (DP as customer, partner, supplier).

Proven track record of managing large, complex partner ecosystems across multiple regions. Proficient financial and commercial management experience, including contract negotiations and value realization Experience working with senior executives and influencing cross-functional stakeholders Demonstrated success leading large-scale transformation or operating model change Experience driving digital transformation, automation, or AI-enabled operations.

Background in global services, customer operations, or large-scale delivery models. Experience building and scaling governance frameworks and performance management systems. Utilizing Microsoft AI for business transformation. Business Program Management M6 - 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.