Overview
If you love the pursuit of excellence and are inspired by the challenges that come through driving innovation that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations and the value we deliver across Microsoft and our customers. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work. We make doing business with Microsoft easy.
Field & Scale Operations, within Microsoft Business Operations, provides operations support for Microsoft Services Customers and Sellers to accelerate seller productivity across the Services business. We are accountable for designing and executing deal management services across the customer lifecycle. We deliver process efficiency, timeliness, quality and compliance while providing exceptional customer experience.
The Process Program Manager role plays a key role in shaping and evolving the Services operating model in areas where structure, clarity, or standardization does not yet exist. The Process Program Manager operates effectively in ambiguous and evolving environments, bringing leadership, direction, and structured thinking to define scalable ways of working. This includes identifying where new processes, governance, or role definitions are required, and partnering across stakeholders to design and implement fit-for-purpose operating model components that enable consistent execution and long-term scalability.
The Process Program Manager role is responsible for translating operating model direction into structured, scalable processes and governance. The Process Program Manager drives the design, execution, and continuous improvement of operational processes across the quote-to-cash lifecycle, enabling consistent, efficient, and compliant execution at scale.
This role partners across Operations, Sales, Finance, Legal, and Engineering to define scalable ways of working, reduce execution friction, and improve overall process quality and performance. Success in this role requires strong cross-functional collaboration, the ability to influence without authority, and a data-driven approach to delivering measurable outcomes.
Microsoft’s mission is to empower every person and every organisation on the planet to achieve more. As employees, we come together with a growth mindset, innovate to empower others, and collaborate to realise 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
Process Design & Operating Model
- Lead the definition and shaping of operating model components in areas of ambiguity, including process ownership, governance structures, and cross-functional ways of working.
- Bring clarity to undefined or evolving areas by structuring problems, aligning stakeholders, and translating operating model direction into scalable, standardised processes.
- Partner with stakeholders to design, document, and evolve scalable processes aligned to the Services operating model.
- Define clear process frameworks, decision points, and governance models to support consistent execution.
- Contribute to the definition and prioritisation of process and operating model roadmap initiatives aligned to business priorities.
Process Execution & Cross-Functional Alignment
- Work with stakeholders across Operations, Sales, Finance, Legal, and Engineering to align process execution and resolve inconsistencies.
- Identify and address process gaps, inefficiencies, or friction points impacting execution.
- Support the rollout of process changes, ensuring readiness and alignment with impacted teams.
- Contribute to operational clarity by ensuring roles, responsibilities, and handoffs are well defined.
Risk, Compliance & Quality Assurance
- Ensure processes align with business rules, approval requirements, and compliance standards.
- Identify process risks, control gaps, or quality issues early and partner with stakeholders to drive resolution.
- Support consistent implementation of policies and controls across the process lifecycle.
- Monitor process adherence and recommend improvements to strengthen quality and compliance.
Continuous Improvement & AI-Enabled Process
- Use data and operational insights to identify, document and prioritise process improvement opportunities and drive measurable outcomes.
- Improve process efficiency, reduce rework, and enable more consistent execution.
- Partner with stakeholders to scale best practices and standardise ways of working.
- Support the adoption of AI-enabled or automated solutions to streamline processes and improve accuracy.
- Contribute to continuous improvement initiatives aligned to the evolving Services operating model.
Qualifications
Required Qualifications
Bachelor's Degree in Business, Operations, Finance or related field AND work experience in Process Management/Execution/Optimization or Operations Program, Launch Management, Project Management, Sales Operations
- OR equivalent experience.
Fluent English proficiency in both verbal and written communication.
Office presence of minimum 3 days per week.
Preferred Qualifications
- Certifications in Lean, Business Process Management Professional, Change Management (e.g., Prosci), Six Sigma, and/or Agile processes.
- Experience defining or evolving operating models in ambiguous or early-stage environments, including establishing governance, processes, and cross-functional alignment.
- Experience designing, implementing, and optimising operational processes within a large, matrixed organisation.
- Strong stakeholder management and cross-functional collaboration across Operations, Sales, Finance, Legal, and Engineering.
- Ability to analyse complex processes, identify gaps, and define structured, scalable process solutions.
- Experience in Services or sales operations environments with focus on process standardisation and execution consistency.
- Familiarity with Professional Services or enterprise operating models.
- Experience applying continuous improvement methodologies (e.g. Lean, Six. Sigma) and using data to drive process optimisation.
- Interest in technology, automation, and AI-enabled process improvements.
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.**