Business Program Manager, Customer Lifecycle Operations

** 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…