Customer Success Insights, Director Business Program Management of Agent Insights

Microsoft • Redmond, WA

2d

About The Position

The Customer Success Insights, Director Business Program Management of Agent Insights will be part of XSA Insights (Cross Solution Area), to drive strategy, execution and requirements for reports to support our Go To Market motion for AI. This role will be part of the Insights planning for execution views across Copilot, Agents, Security and IQ layers to build the best way to measure performance for the one platform story and definition of Usage, Consumption KPIs to measure execution of the business.
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.

Requirements

• 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.
• 5+ years of experience using data to drive business outcomes or inform business decisions while managing relationships with stakeholders.
• Sound knowledge & understanding of financial & sales processes, scorecards & key performance indicators used across Microsoft.
• Advanced Excel, PowerBI & PowerPoint skills; aptitude for working with tools, systems, and large volumes of complex data.
• Experience designing and improving reporting processes & data models, especially for new businesses and evolving scenarios.
• Demonstrated ability to manage multiple priorities successfully and effectively in a fast-paced, matrixed environment.
• Familiarity with Customer Success or Commercial business areas, including sales, consumption & usage driving performance with solutioning and delivery.

Nice To Haves

• Master's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 15+ years experience in program management, process management, or process improvement OR equivalent experience.

Responsibilities

• Drive Insights Strategy for Agents & Consumption: Be part of XSA Insights, owning strategy, execution, and requirements for reporting that supports Frontier sales transformation. Lead insights planning to enable execution views across Copilot, Agents, Security and IQ layers, ensuring a cohesive “one platform” performance story.
• Build Measurement Frameworks for Execution & Performance: Define and evolve usage and consumption KPIs to measure execution of the business. Partner with stakeholders to ensure metrics clearly reflect performance, adoption, and value realization across new and existing offerings.
• Partner Across CSU and Business Strategy Teams: Work closely with CSU Business Strategy teams to align on execution views needed to support emerging offers and products, including various sales licensing models and products. Ensure consistent approaches and shared definitions across teams.
• Design Scalable Reporting & Execution Views: Create sustainable reporting and dashboards that support rhythm of business and leadership cadences. Continuously improve insights to surface leading indicators, execution risks, and opportunities for action.
• Advance Risk & Performance Models: Enhance and modernize existing risk model views across Microsoft Solution Areas, integrating new signals from agents, usage, and consumption to improve visibility into business health.
• Connect the Dots Across Data & Stakeholders: Collaborate across Insights, Business Operations, Customer Success, Finance, and Sales teams to improve data quality, alignment, and access. Translate complex data into actionable insights that support decision‑making.
• Embody Microsoft Culture & Values: Operate with a strong sense of ownership, collaboration, and growth mindset while embodying Microsoft’s culture and values.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director