Strategic Operations Lead Global Customer Success

Microsoft•Redmond, WA

About The Position

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 up 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, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty. This role would be part of the Executive Office (CoS) reporting into the GCS Business Strategy Leader. This role is to support strategic initiatives as the Strategic Operations Lead Global Customer Success, FY planning, action management, and the Business Strategy Leader community as part of the executive office, project manage strategic initiatives, orchestrate across stakeholders, and support various special projects across GCS. 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 4+ years experience in program management, process management, or process improvement OR equivalent experience.
6+ years of progressive experience in a fast paced, operationally or project management focused role.
This role calls for someone with strong interpersonal and collaboration skills who can effectively drive results at Microsoft by influencing others. Prior experience in strategic planning, execution, building relationships and working with executives at all levels.
Knowledge and experience working with engineering, corporate headquarters, field teams, and customers at a senior level.
You should enjoy working under pressure and deadlines, with an ability to manage ambiguity and uncertainty, while driving clarity.
Ability to work across organizational boundaries to build alignment and drive closure on issues and results; good project management skills.
Competency in the areas of cross group collaboration, analytical/financial thinking, creative problem solving, process development and strategic development.
Organizational skills, proficient execution, and follow through skills.
Ability to adapt and change with the needs of the organization and business.
Manages confidentiality without exception; demonstrates outstanding judgment.
Ability to manage multiple tasks/projects simultaneously.
Power-user of Teams and PowerPoint.

Nice To Haves

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.

Responsibilities

Strategic Initiatives: Support the end-to-end project management of strategic initiatives by partnering closely with the CE&S Strategic Team, Business Strategy Leaders, Enablement & Operations, and other key stakeholders.
This includes developing project plans, setting clear milestones & success metrics, coordinating cross-functional teams, tracking progress against objectives, and proactively identifying & resolving risks or roadblocks.
Facilitate LT Reviews and related forums by preparing briefing materials, synthesizing insights, and ensuring follow-up actions are documented and executed.
Fiscal Year Roll Over Planning: Support the annual planning cycle by coordinating alignment across all workstreams and solution area teams.
Develop and manage planning calendars, organize executive review sessions, and ensure that all deliverables are completed on schedule.
Troubleshoot issues as they arise, providing solutions and guidance to maintain momentum.
Document planning outcomes and communicate updates to relevant stakeholders to ensure transparency and accountability throughout the process.
Action Management: Lead action management processes by collaborating with the business management community to define, track, and follow up on key actions across the organization.
Communicate progress on key actions, monitor completion rates, and escalate overdue items as needed.
Regularly report on action status to leadership, business managers, and related stakeholders, ensuring that critical initiatives remain on track and that lessons learned are captured for continuous improvement.
Business Strategy Leaders Community: Support the Business Strategy Leader community within GCS, ranging from Senior Director to VP level, by facilitating regular alignment meetings, sharing best practices, and surfacing cross-solution topics and planning needs in a timely manner.
Coordinate communications, manage stakeholder engagement, and ensure that strategic priorities are consistently reflected in operational plans.
Enable effective collaboration and knowledge sharing across teams, connecting the Business Strategy Leader community with relevant stakeholders to accelerate execution.
Other
Embody our culture and values