Unified Foundational Offers Strategy and Operations Lead

Microsoft • Austin, TX

7d • $130,900 - $303,600

About The Position

The Unified Foundational Offers Strategy and Operations Lead will lead the portfolio operating layer for Foundational Offers across enterprise and mission-critical services. This senior services and support business leadership role provides horizontal accountability across a portfolio spanning embedded AI guidance through premium engineering partnership. The role connects portfolio economics, pricing, delivery capacity, engineering priorities, and investment returns so leaders can make coherent decisions across the support and services ladder.

Working as a peer to offer program leaders, this position establishes shared operating models and turns competing business needs into defensible portfolio choices. It influences decisions related to pricing, engineering priorities, and capacity assumptions to support stronger revenue and margin quality, retention, value realization, and upgrade movement. The role relies on influence and business judgment rather than serving as a sole quota owner or a coordination-only program manager.

The Unified Foundational Offers team creates and brings to market commercial offerings that provide expert guidance and problem resolution, helping customers realize value and success from Microsoft technologies. The role is part of Microsoft’s Customer and Commercial Success organization and the Service Portfolio and Delivery organization.

Requirements

• Bachelor’s degree in Business, Operations, Finance, or a related field and 10+ years of experience in product management, program management, process management, or process improvement, or equivalent experience.
• Demonstrated leadership of a services or support business, with accountability for a P&L or portfolio scorecard and evidence of improving business decisions and outcomes.
• Fluency in portfolio economics, cost-to-serve, demand and capacity modeling, and investment-return analysis; ability to translate uncertain assumptions into actionable operating choices.
• Strong commercial judgment in pricing and service-tier differentiation, including the ability to challenge proposals that weaken customer value progression or delivery economics.
• Credibility with Finance, support delivery, and product engineering leaders, with demonstrated ability to influence senior peers, arbitrate competing priorities, and drive adoption without relying on direct authority.
• Ability to establish common definitions, decision rights, and operating models across a complex portfolio and explain trade-offs to executive and cross-functional audiences.

Nice To Haves

• Master’s degree in Business, Operations, Finance, or a related field.
• Experience integrating enterprise support, customer success, and premium mission-critical services into a coherent portfolio operating model.
• Experience assessing how AI-enabled guidance, deflection, or autonomous resolution affects service demand, capacity, and customer outcomes.
• Experience with consumption-based, value-linked, and bespoke or multi-year service pricing, and with commerce or engineering transformation prioritization.
• Experience building portfolio scorecards that connect retention, attach and upgrade behavior, delivery economics, and investment decisions.

Responsibilities

• Establish a common portfolio taxonomy and revenue-attribution framework so offer leaders, Finance, and delivery teams share a view of offers, customer value, delivery models, and economics.
• Own the integrated demand and capacity model across support, customer success, and engineering, and test how AI deflection and autonomous resolution affect human demand, cost-to-serve, and premium-service capacity using delivery-owner inputs.
• Shape a coherent pricing architecture across percentage-of-product-value, consumption, and bespoke or multi-year pricing motions; protect value differentiation across service tiers and support sustainable delivery margins.
• Arbitrate competing engineering and commerce-platform requests into a ranked portfolio priority list, presenting evidence-based trade-offs and connecting investment choices to customer outcomes, delivery feasibility, and expected returns.
• Define a portfolio scorecard covering cost-to-serve, margin, renewals, attach and upgrade movement, and campaign influence; align relevant definitions for AI deflection, autonomous resolution, and time-to-guidance, and use the scorecard to improve decisions.
• Set the portfolio governance model, decision standards, and accountability expectations.
• Partner with offer program leaders and operational coordination support to embed models in business rhythms, resolve cross-portfolio tensions, and communicate defensible consolidated positions.

What This Job Offers

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