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.
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.
In the Customer Success team, we are looking for people with a passion for delivering customer success. As a Delivery Excellence Program Manager, you will enable customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your delivery leadership and subject matter expertise, you will drive the team to ensure customers get value from their Azure investments. Microsoft aspires to help our customers transform their business and operations with AI solutions built on Azure. Azure is the most comprehensive, innovative, and flexible cloud platform today and Microsoft is hiring professionals that will drive customer cloud adoption for AI Innovation within the most important companies in the market.
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.
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
Program Leadership & Delivery Excellence
- Lead Technical Migration and Modernization programs through the Cloud Accelerate Factory, ensuring alignment to program objectives, business priorities, and customer outcomes.
- Accountable for achievement of program goals, including revenue targets, delivery excellence metrics, and other key performance indicators (KPIs).
- Drive successful execution of Azure migration and modernization initiatives by providing program leadership across multiple stakeholders and delivery teams.
- Ensure program delivery aligns with CE&S standards, processes, tools, and customer experience expectations.
Operational Excellence & Business Management
- Design and implement scalable operational processes that improve efficiency, consistency, and program governance.
- Establish and manage program reporting mechanisms, including Azure Consumed Revenue (ACR) tracking, analysis, forecasting, and executive reporting.
- Serve as the single source of truth for program health, performance, and business outcomes through data-driven insights and operational rigor.
- Partner closely with Finance and business stakeholders to ensure accurate program measurement and accountability.
Delivery Quality & Governance
- Drive delivery excellence across Factory engagements by ensuring quality, consistency, and adherence to established delivery methodologies.
- Oversee program management and delivery management functions to ensure successful execution and customer value realization.
- Identify, mitigate, and escalate program risks and blockers while driving continuous process improvements and operational maturity.
- Establish governance practices that improve delivery outcomes and customer satisfaction.
Stakeholder Engagement & Communications
- Develop and execute communication strategies for leadership, field teams, and corporate stakeholders.
- Provide regular business reviews, executive updates, and program communications that drive alignment and informed decision-making.
- Partner cross-functionally with Marketing and other stakeholders to develop, maintain, and scale program assets, collateral, and success stories.
- Drive Winwire and customer success storytelling initiatives that showcase business impact and delivery excellence.
Customer Insights & Strategic Thought Leadership
- Gather and synthesize Voice of Customer (VOC) and field feedback to identify trends, opportunities, and areas for improvement.
- Translate customer and field insights into recommendations that shape delivery offerings, operational strategies, and program priorities.
- Serve as a subject matter expert (SME) for Delivery Excellence, providing guidance and thought leadership across Global Customer Success and CE&S organizations.
- Influence strategic direction through data, customer insights, and industry best practices.
Culture, Learning & Community Leadership
- Foster a culture of continuous learning, technical growth, and operational excellence across the organization.
- Promote technical intensity and innovation to help customers achieve desired business outcomes from Microsoft Cloud investments.
- Model and champion Microsoft's values of inclusion, accountability, collaboration, and growth mindset.
- Contribute to community engagement through knowledge sharing, mentoring, coaching, and dissemination of best practices.
Other
- Embody our culture and values.
Qualifications
Required:
- Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience
- 1+ years experience managing cross-functional and/or cross-team projects
Preferred:
- Experience in Program Management and Technical Delivery roles driving cloud solutions for customers in the Enterprise segment
- 1+ year(s) experience reading and/or writing code (e.g., sample documentation, product demos).
- Hands-on experience with delivery and technical knowledge of migration and modernization to Azure or other cloud platforms for the Windows Server, SQL Server, Linux, PostgreSQL, .NET/Java technical stack
- Working knowledge of tools, platforms, and practices for this execution
- 5+ years experience working in a customer-facing role (e.g., internal and/or external)
- 5+ years experience leading or key contributor to technical projects, teams, or functions
Technical Program Management IC3 - The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 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 $133,800 - $219,200 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.
