Unified Foundational Offers Strategy and Operations Lead

Microsoft•Seattle, WA

About The Position

The Unified Foundational Offers Strategy and Operations Lead is a senior services and support business leadership role within Microsoft’s Customer and Commercial Success (CCS) organization and its Service Portfolio and Delivery organization. The role leads the portfolio operating layer for Foundational Offers across enterprise and mission-critical services, spanning embedded AI guidance through premium engineering partnership. It connects portfolio economics, pricing, delivery capacity, engineering priorities, and investment returns to support coherent portfolio decisions. Working as a peer to offer program leaders, the role establishes shared operating models and turns competing business needs into defensible portfolio choices. Success is measured by decisions influenced, including protecting differentiated customer value through pricing, sharpening engineering priorities, and correcting capacity assumptions before funding. The role supports stronger revenue and margin quality, retention, value realization, and customer movement to upgraded offers through influence and business judgment, rather than serving as a sole quota owner or coordination-only program manager.

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.
Fluency in portfolio economics, cost-to-serve, demand and capacity modeling, and investment-return analysis.
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.
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 clearly to executive and cross-functional audiences.

Nice To Haves

Master’s degree in Business, Operations, Finance, or a related field.
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.
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 for offer leaders, Finance, and delivery teams.
Own the integrated demand and capacity model across support, customer success, and engineering.
Assess how AI deflection and autonomous resolution affect human demand, cost-to-serve, and premium-service capacity, using inputs from delivery owners.
Shape a coherent pricing architecture across percentage-of-product-value, consumption-based, bespoke, and multi-year pricing motions.
Challenge pricing structures that undermine premium tiers, preserve increasing value across the service ladder, and ensure delivery economics support sustainable margin.
Arbitrate competing engineering and commerce-platform requests into a ranked portfolio priority list.
Present evidence-based trade-offs to cross-functional leaders and connect investment choices to customer outcomes, delivery feasibility, and expected returns.
Define a common portfolio scorecard spanning cost-to-serve, margin, renewals, attach and upgrade movement, and campaign influence.
Align definitions for AI deflection, autonomous resolution, and time-to-guidance where relevant, 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 consolidated positions.