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 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, within CE&S, leads 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. This role will sit within the Executive Office Team (CoS).
The GCS People Operations & Readiness Lead will own tactical implementation functions, change management collaboration, onboard new programs, and readiness execution end-to-end, and partners closely with various teams to ensure that business priorities are driven and achieved through proper alignment of compensation, metrics, taxonomy and territory management.
The role spans various pillars of workloads and works cross-functionally to achieve key goals and tasks for the organization:
End-to-end operational ownership of core people workstreams such as comp, taxonomy, territories, etc and programs.
Coordinates tactical implementation of new program changes via vendor(s)
Works with Change Management Team to land change across key segments of the business
Coordinates efforts across both Core (corp) and Field (regional) to drive consistency, including alignment to Blueprint on Employee Data management, Taxonomy and compensation.
This team member engages through the rhythm of the business, validating field feedback with data, and driving continuous improvements throughout the year.
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
- Landing, Change Management & Readiness (GCS Core)
- Partner with the field GCS Change Management & Landing team to ensure cross-org alignment and consistent approach, grounded in Prosci principles
- Operationalize Role Taxonomy, Territory, and EDM Execution
- Oversee onboarding, transfers, taxonomy audits, cost center alignment with Finance, and system validations (including UAT and audits) to maintain data accuracy and minimize compensation or quota risk across planning cycles.
- Program Management
- Drive weekly governance, stakeholder Q&A, and collaboration across HR, Finance, WWIC, and business units to operationalize new programs, resolve data exceptions, and support ongoing planning and special projects.
- Role Success Alignment (Core Delivery Roles)
- Working within the governance structure, ensure alignment between compensation plans, EDM and role success guidance for core, customer-facing GCS delivery roles (e.g., Global CSA, Cross-Solution Area CSA, and related delivery-focused RBI roles).
Qualifications
Required Qualifications:
Bachelor's Degree in Business Administration, Marketing, Finance, Engineering, or related field AND 4+ years experience in business consulting, sales, sales operations, information technology (IT), account management, business development, marketing, IT field sales, or a related field
- OR equivalent experience.
3+ years experience in in Near Term Strategy (1-2 years out), Management Consulting, or Finance.
Preferred Qualifications:
Bachelor's Degree in Business, Finance, Economics, Computer Science, or related field AND 6+ years of marketing, strategy, sales, program management, project management, business planning, consulting, finance, economics, and/or partner organization experience
- OR equivalent experience.
5–8+ years in sales operations, program management, change management, sales strategy, customer success strategy, compensation, or adjacent roles.
Demonstrated experience designing and landing change motions at scale, with a strong bias to execution and measurable outcomes.
Working knowledge of incentive/compensation concepts (e.g., measures, mix, governance, plan tradeoffs) and the ability to partner closely with compensation plan design teams.
Solid analytical toolkit; able to validate field feedback with data and drive decisions through insights.
Understanding of organizational design, taxonomy and territory assignment
Familiarity with Prosci or related change management methodologies.
Experience partnering directly with incentive compensation plan design teams and/or running compensation-related workstreams.
Experience building role success guides, enablement frameworks, and operating rhythms that stick beyond launch.
Familiarity with customer success motions tied to adoption, usage, renewal health, and value realization.
Solid understanding of Employee Central, Sales Performance Management (SPM) and other Microsoft taxonomy related tool sets.
Sales Strategy Enablement IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $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 $137,600 - $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
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.**