Overview
Microsoft Business Operations is responsible for the launch, deploy, and transact and optimization activities for all programs supporting the Consumer & Commercial organizations out of Microsoft’s Operations Service Centre (OSC). The OSC (under Microsoft Business operations) supports field engagement and regional revenue processing and strives to be the trusted advisors to our stakeholders delivering value to both Microsoft and our Customers.
If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations 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 to our customers and partners.
As a Senior Business Program Manager on the Operations Service Center (OSC) team, you’ll help shape the future of Microsoft’s global investment operations support. This team is a center of excellence for process innovation and automation with AI to create leverage for MCAPS, accelerate execution, and enable the field to spend more time serving customers.
The GSOC (Global Sales Operations Center) team serves as the operational backbone for ECIF investment execution, providing governance, seller support, spend management, and business insights that enable effective execution while ensuring a seamless experience for sellers and regional stakeholders.
The team is on a multi-year journey to transform how Microsoft delivers against ECIF investment execution — moving from manual, regionally fragmented processes to a unified, AI-augmented global operating model. We are hiring a Senior Business Program Manager to lead this transformation globally as a mission-critical role accountable for:
- Driving a Continuous Improvement & Automation roadmap to modernize how the business operates.
- Designing and implementing a global operating model for new services, delivering 24x5 follow-the-sun coverage.
- Establishing global program governance and stakeholder alignment across finance, engineering, compliance, and regional teams.
- Establishing a pre-payment “proof-of-execution” (POE) validation process that mitigates improper-payment risk.
The successful candidate is a proven program leader with a background in financial operations and controls, comfortable operating in a high-pace, compliance-relevant environment, with proven organizational planning and communication skills, experience using data and analytics to drive decisions, and a deep customer obsession.
Responsibilities
- Continuous Improvement & Automation
- Drive a multi-year continuous improvement and automation roadmap, transforming manual processes into AI-enabled, human-in-the-loop workflows.
- Partner with Engineering and Data Science to pilot and integrate AI/ML tools (e.g., document recognition, anomaly detection) and advanced analytics.
- Implement feedback loops and Lean/Six Sigma practices to improve efficiency, accuracy, and throughput while maintaining human oversight for exceptions.
- Global Operating Model & Service Delivery
- Design and implement a global operating model for new services, built to business need and scalable across regions.
- Orchestrate resources and processes for consistent execution across time zones, with full follow-the-sun handoffs.
- Build resilience through backup coverage, knowledge management, and continuity plans (no single points of failure).
- Develop and track KPIs (e.g., validation accuracy, cycle time, backlog).
- Governance & Stakeholder Alignment
- Establish global program governance — ownership, decision rights, and a structured Rhythm of Business (leadership reviews, steering committees).
- Lead cross-functional alignment with finance, engineering, compliance, business operations, and regional teams.
- Manage the performance and scaling of external vendor teams (resources, training, quality controls).
- Drive communication through status updates and risk assessments, including senior business and audit forum readouts.
- Pre-payment Proof-of-Execution Validation
- Set the multi-year vision for how Microsoft validates high-risk supplier work, and build the governance and controls model that sustains it.
- Lead the design and implementation of a unified global pre-payment validation framework for supplier invoices.
- Define standards, policies, and processes for consistent proof-of-execution validation across regions.
- Ensure the process meets compliance standards, addressing the control gap and reducing improper-payment risk.
- Prepare audit-ready evidence and reporting, proactively identifying and mitigating risks.
Qualifications
Required Qualifications
Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ 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 8+ years experience in program management, process management, or process improvement
- OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement
- OR equivalent experience.
Applying Critical Judgement — Applying critical judgment and analytical skills to assess risks, scrutinize details, and solve complex problems. Contributing to well-informed and strategic decision-making that supports organizational objectives and mitigates potential risks.
Communicating and Influencing with Agility — Communicating to present ideas and influence stakeholders, while displaying agility in adapting to various audiences and rapidly changing environments.
Cultivating Collaborative Leadership — Steering program initiatives and fostering a collaborative environment by managing cross-functional teams, creatively resolving issues, and driving change. This includes developing business relationships and promoting adaptive leadership to navigate complex organizational dynamics.
Demonstrating Business Impact through Strategic Engagement — Leveraging persuasive storytelling and comprehensive customer research to identify new opportunities and articulate the unique value proposition.
Driving Business Performance and Strategy — Utilizing business intelligence and a strategic big-picture view to analyze business operations and financial health. This involves applying deep business acumen and Microsoft product knowledge to interpret key performance indicators and drive informed decision-making that aligns with overarching business objectives.
Enhancing Process Quality and Efficiency — Driving operational excellence by designing and implementing robust processes, ensuring quality assurance, and fostering a culture of continuous improvement. Strategically developing content that aligns with these initiatives to support organizational goals and optimize performance.
Works with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design complex security-, privacy-, and other regulatorily-compliant programs from initiation to delivery, with minimal coaching. Produces collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.
Proven understanding of controls and compliance frameworks — including risk management, controls design, and partnering with internal audit to close findings.
Demonstrated ability to define and lead multi-year transformation roadmaps, especially those involving process automation, AI integration, or significant operating model change.
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
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.**