Overview
Customer Lifecycle Operations (CLO) is part of Microsoft Business Operations and is responsible for the design, delivery, and optimisation of global outsourced digital sales and customer engagement programmes. CLO manages a large-scale ecosystem of vendor partners to drive customer acquisition, retention, and revenue growth across Microsoft’s commercial businesses.
The Business Program Manager, Customer Lifecycle Operations is a strategic and operational leader responsible for managing end-to-end programme delivery across a portfolio of global vendor-led programmes spanning Vendor Digital Sales (VDS), Digital Customer Acquisition (DCA), Solutions, and Renewals.
This role requires a combination of AI-enabled program leadership, continuous improvement mindset, commercial acumen, and vendor management expertise, with the ability to operate effectively in complex, global, and highly matrixed environments.
Responsibilities
Program Leadership & Execution
Support the design, implementation, and continuous improvement of complex global programmes across multiple CLO motions
Own end-to-end programme delivery, including scope, timelines, governance, risk management, and execution
Drive Rhythm of Business (ROB), ensuring alignment, accountability, and delivery against objectives
Define and manage success criteria, including KPIs, SLAs, OKRs, and programme performance metrics
AI/CI Transformation
- Continuously re-invent workflows by eliminating waste and simplifying processes before automation
- Integrate AI, automation, and Copilot capabilities into programme delivery to improve efficiency and outcomes
- Proactively identify and implement opportunities to automate workflows, enhance reporting, and drive data-led insights
- Champion adoption of AI-enabled tools across internal teams and vendor partners
- Contribute to the evolution of AI-first, digitally enabled sales and operations models
Commercial & Sales Impact
- Align programme execution with Microsoft’s commercial priorities, including pipeline generation, revenue growth, and customer retention
- Partner with Sales, Customer Success, and Solution teams to deliver measurable business outcomes
- Monitor and optimise sales performance indicators, including pipeline health, conversion, and renewal metrics
- Translate business strategy into executable vendor-led sales motions
Vendor & Partner Management
Manage an ecosystem of outsourced vendors, ensuring delivery of contracted outcomes and compliance with Microsoft standards
Establish and lead vendor performance management processes, including scorecards, reviews, and audits
Drive continuous improvement through benchmarking, insights, and performance analytics
Manage vendor capacity, cost, and capability alignment with programme requirements
Data & Insights
Leverage data, analytics, and dashboards to evaluate programme performance and inform decision-making
Conduct cost-benefit and ROI analysis to drive optimisation and value realisation
Translate complex data into actionable insights and executive-level narratives
Identify risks and improvement opportunities through data-led analysis
Cross-Functional Leadership
- Collaborate across a global network of stakeholders, including Sales, Finance, Engineering, and Operations
- Influence and align stakeholders in a matrixed environment to drive outcomes and adoption
- Lead change management initiatives to ensure successful implementation of new programmes and capabilities
- Communicate effectively with stakeholders, providing clarity and context in complex environments
- Develop and maintain relationships with Microsoft stakeholders and global tele vendors, ensuring alignment with Microsoft's goals and objectives.
- Ensure that supplier (global vendor) performance consistently meets and exceeds the expectations of our stakeholders. The role demands significant executive stakeholder engagement and adept stakeholder management within a matrix organization.
Qualifications
Required Qualifications
Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement
- OR equivalent experience.
Preferred Qualifications
Master's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement
- OR 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.
Demonstrated experience in programme management, operations, or a related discipline
Proven ability to manage complex, cross-functional programmes in a global environment
Experience in sales, sales operations, or commercial programme management
Experience managing outsourced vendors, partners, or supplier ecosystems
Ability to design, measure, and optimise workflows using structured CI frameworks
Experience applying AI, automation, or advanced analytics to business processes
Experience in technology, cloud, or digital sales environments
Advanced degree (for example, MBA)
AI/CI Fluency
Ability to streamline processes and eliminate redundancy
Ability to apply AI tools and automation to improve programme delivery and efficiency
Curiosity and continuous learning mindset in emerging technologies and digital transformation
Commercial Acumen
- Understanding of sales drivers, customer lifecycle, and revenue-based performance metrics
- Ability to connect programme execution to measurable business outcomes
Vendor & Stakeholder Management
- Proven experience in managing vendor performance, governance, and relationships
- Ability to influence without authority across internal and external stakeholders
Core Program Management Capabilities
Problem solving and troubleshooting: ability to work through ambiguity and deliver structured solutions
Analytical thinking: data-driven approach to decision making and performance management
Communication and storytelling: clear, concise communication tailored to varied audiences
Agility and adaptability: ability to respond effectively in fast-paced, changing environments
Cross-functional collaboration: builds partnerships across teams.
Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600.00 - $188,400.00 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 $125,000.00 - $206,400.00 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.**