Strategic Orchestration Lead

Microsoft

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. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. CSS is navigating a significant transformation focused on a creating a simple, consistent and connected support experience using AI. New strategies, delivery models, and opportunities emerge regularly, each requiring leadership to align on clear decisions across the business, the organization to act on those decisions coherently, and teams to adapt while staying aligned with strategic intent. We are looking for a Strategic Orchestration Lead to own the governance and coordination between strategic decisions and operational reality. This role ensures that when CSS pursues a new strategy or opportunity, the specific decisions leadership needs to make are clear, well-framed, and facilitated to commitment. It ensures that once decisions are made, those who must operationalize them understand what was decided, why, and what the important nuances are. And it ensures that as implementation unfolds, alignment is monitored, deviations are surfaced intentionally, and leadership has visibility into where the organization is tracking and where it is not. This role sits within the Strategy + Design team and aligned with our Business Architecture Practice. Success requires someone who understands CSS as a system, recognizes how decisions cascade through operations, and can build trust across teams with competing priorities. You will serve as a partner to business units, helping them navigate what strategic direction means for their work while surfacing their constraints and unique requirements back to leadership. 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

Master's Degree in Business Administration or related field AND 4+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience
OR Bachelor's Degree in Business, Finance, Economics, Liberal Arts, Computer Science, or related field AND 6+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR equivalent experience.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Nice To Haves

Master's Degree in Business Administration or related field AND 8+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR Bachelor's Degree in Business, Finance, Economics, Liberal Arts, Computer Science, or related field AND 12+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR equivalent experience.
4+ years experience in Strategy, Management Consulting, and/or Finance.
5+ years of experience in customer support operations or large-scale service delivery organizations.
Demonstrated experience facilitating executive-level decision-making in complex, matrixed organizations.
Systems thinking with the ability to understand how decisions cascade through complex operations and affect teams far from where they originate.
Experience designing governance approaches that fit the situation rather than imposing rigid frameworks.
Ability to interpret operational data, recognize patterns of alignment or drift, and translate findings into actionable insight for leadership.
Strong facilitation skills with the ability to surface tensions, hold competing perspectives, and guide groups toward resolution.
Discipline in documentation, follow-through, and driving for accountability.
Experience navigating decentralized organizations and building trust across teams with competing priorities.
Strong written and verbal communication skills, capable of conveying complex decisions and their implications to diverse audiences.