Customer Experience Scale Architect - Program Manager

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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 Majors Acceleration Team within CE&S focuses on accelerating growth in Majors’ consumption and usage, prioritizing Azure Consumed Revenue (ACR) and Copilot/ Copilot Chat adoption by activating Unified, programs and partners as enablers to scale.

Do you have a passion for developing new approaches that solve challenging customer scenarios and translating these solutions into scalable and reusable approaches through our field execution teams? Can you envision a long-term strategy to help drive execution and accelerate Majors customer success? Do you have a record of accomplishments in employing business and organizational skills, orchestrating across Microsoft Customer and Partner Solutions (MCAPS) Corp and the field Global Enterprise Sales, Commercial Solution Areas, Customer Experience and Success, Sales, Enablement and Operations and Global Partner Solutions (GES, CSA, CE&S, SE&O and GPS) to deliver pragmatic and innovative solutions on time? Are you a growth-minded leader who provides clarity, inspires change and creates energy across a broad base of teams, groups, customers and communities? If so, this role might be ideal for you.

We are seeking an experienced Customer Experience Scale Architect - Program Manager to formulate, frame and help our fields execute for our fast growing segment of accounts: Majors. In this role, you will collaborate deeply with our sales and partner organization to drive Azure consumption and AI Transformation for Enterprise Majors. You will amplify existing field Azure and Modern Work (Copilot) motions with an eye on successfully scaling throughout Majors; and share learnings to innovate for our customers and field teams to unlock AI opportunity and realize greater value. Majors is about scale and speed.

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.

• Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement
  • OR equivalent experience
• 4+ years of experience independently identifying and implementing process improvements or workflow enhancements in a professional setting, demonstrating self-directed problem-solving without explicit direction.
• 4+ years of experience using data analysis or business intelligence tools (e.g., Excel, Power BI, Tableau) to inform strategic decisions or optimize business processes, with a proven track record of applying data to drive measurable outcomes.

Additional or Preferred Qualifications

• Demonstrated executive communication through the ability to craft and deliver concise, high-impact messaging tailored for senior leadership—translating complex strategies into clear narratives that drive alignment, inspire confidence, and accelerate decision-making.
• Brings strategic data fluency and customer-centric innovation by interpreting customer experience data and telemetry to identify trends, inform decisions, and shape scalable, high-impact solutions grounded in voice-of-customer insights.
• Exhibited change leadership in complex tech environments with a proven track record of driving transformation across cloud and AI-driven platforms like Azure and M365 Copilot—navigating ambiguity and aligning teams through vision and influence.
• Prior experience leveraging cross-functional influence and global collaboration to align diverse stakeholders—including engineering, marketing, and field teams—toward shared goals, while building relationships across cultures and geographies to ensure program success.

Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 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

Microsoft will accept applications and processes offers for these roles on an ongoing basis.

• Apply technical acumen to drive ideation, planning, and operationalization of Majors business strategies, accelerating Azure and Copilot adoption in alignment with organizational objectives of AI Transformation.
• Establish and nurture field relationships across MCAPs to proactively identify, prioritize, and resolve customer onboarding and adoption challenges, particularly for Azure.
• Demonstrate program value, communicate business impact, and inform decision-making at all levels by leveraging data and performance metrics (including Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs])
• Demonstrate versatility and adaptability in rapidly evolving business and organizational environments, using analytical skills to distill key insights - even from incomplete data - to guide strategy and execution.
• Utilize broad knowledge of consumption and usage trends across Cloud & AI Platforms, AI Business Solutions, and Security businesses to identify opportunities, mitigate risks, and support field teams with programmatic strategies.
• Land and champion Unified & Enhanced Solutions execution in Majors to maximize customer support coverage for a seamless cloud AI transformation.
• Manage programs and deploy strategies to the field teams, advocating for continuous feedback loops to improve programs and motions for better support and results for Major customers.
• Demonstrate executive presence to build confidence and trust with Corp and field teams, collaborating across a variety of customers, partners, and internal stakeholders, utilizing strategic direction from leadership to create and execute plans that shift priorities to new initiatives and influence organizational behavior.
• Collaborate closely with data teams to enhance reporting and insights mechanisms, share progress, report success metrics, and track adoption with the organization and stakeholders.
• Act as an evangelist for a healthy customer from Resiliency and Security perspective by understanding the scale approach, its landing to Major segment, blockers, and feedback into core to improve the programs and motions.

Other:

• Embody our culture and values.