Microsoft

Business Program Manager, Customer Lifecycle Operations

Microsoft$97K — $188K *
Enterprise Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Business, Operations, Finance, or related field with 4+ years in program management or process improvement, OR equivalent experience
  • Master's Degree in relevant field OR Bachelor's Degree with 8+ years of applicable experience is preferred
  • Experience in managing complex, cross-functional programmes in a global context
  • Proficient in sales operations or commercial programme management
  • Demonstrated vendor management experience with partners or supplier ecosystems
  • Ability to apply AI, automation, and analytics to improve workflows
  • Advanced degree (MBA) is a plus.

Responsibilities

  • Support design and continuous improvement of global programmes
  • Own end-to-end programme delivery including timelines and risk management
  • Drive alignment and accountability through Rhythm of Business (ROB)
  • Define and manage success criteria and performance metrics
  • Integrate AI and automation into workflows for efficiency
  • Identify opportunities to automate and enhance reporting
  • Translate business strategy into actionable vendor-led sales motions

Benefits

  • Health, dental, and vision insurance
  • Retirement savings plans with employer match
  • Paid time off and flexible working arrangements
  • Professional development opportunities
  • Employee stock purchase programs
Full Job Description
Overview

Customer Lifecycle Operations (CLO) is part of Microsoft Business Operations and is responsible for the design, delivery, and optimisation of global outsourced digital sales and customer engagement programmes. CLO manages a large-scale ecosystem of vendor partners to drive customer acquisition, retention, and revenue growth across Microsoft's commercial businesses.

The Business Program Manager, Customer Lifecycle Operations is a strategic and operational leader responsible for managing end-to-end programme delivery across a portfolio of global vendor-led programmes spanning Vendor Digital Sales (VDS), Digital Customer Acquisition (DCA), Solutions, and Renewals.

This role requires a combination of AI-enabled program leadership, continuous improvement mindset, commercial acumen, and vendor management expertise, with the ability to operate effectively in complex, global, and highly matrixed environments.

Responsibilities
Program Leadership & Execution
  • Support the design, implementation, and continuous improvement of complex global programmes across multiple CLO motions
  • Own end-to-end programme delivery, including scope, timelines, governance, risk management, and execution
  • Drive Rhythm of Business (ROB), ensuring alignment, accountability, and delivery against objectives
  • Define and manage success criteria, including KPIs, SLAs, OKRs, and programme performance metrics
AI/CI Transformation
  • Continuously re-invent workflows by eliminating waste and simplifying processes before automation
  • Integrate AI, automation, and Copilot capabilities into programme delivery to improve efficiency and outcomes
  • Proactively identify and implement opportunities to automate workflows, enhance reporting, and drive data-led insights
  • Champion adoption of AI-enabled tools across internal teams and vendor partners
  • Contribute to the evolution of AI-first, digitally enabled sales and operations models
Commercial & Sales Impact
  • Align programme execution with Microsoft's commercial priorities, including pipeline generation, revenue growth, and customer retention
  • Partner with Sales, Customer Success, and Solution teams to deliver measurable business outcomes
  • Monitor and optimise sales performance indicators, including pipeline health, conversion, and renewal metrics
  • Translate business strategy into executable vendor-led sales motions
Vendor & Partner Management
  • Manage an ecosystem of outsourced vendors, ensuring delivery of contracted outcomes and compliance with Microsoft standards
  • Establish and lead vendor performance management processes, including scorecards, reviews, and audits
  • Drive continuous improvement through benchmarking, insights, and performance analytics
  • Manage vendor capacity, cost, and capability alignment with programme requirements
Data & Insights
  • Leverage data, analytics, and dashboards to evaluate programme performance and inform decision-making
  • Conduct cost-benefit and ROI analysis to drive optimisation and value realisation
  • Translate complex data into actionable insights and executive-level narratives
  • Identify risks and improvement opportunities through data-led analysis
Cross-Functional Leadership
  • Collaborate across a global network of stakeholders, including Sales, Finance, Engineering, and Operations
  • Influence and align stakeholders in a matrixed environment to drive outcomes and adoption
  • Lead change management initiatives to ensure successful implementation of new programmes and capabilities
  • Communicate effectively with stakeholders, providing clarity and context in complex environments
  • Develop and maintain relationships with Microsoft stakeholders and global tele vendors, ensuring alignment with Microsoft's goals and objectives.
  • Ensure that supplier (global vendor) performance consistently meets and exceeds the expectations of our stakeholders. The role demands significant executive stakeholder engagement and adept stakeholder management within a matrix organization.


Qualifications

Required Qualifications

  • 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.


Preferred Qualifications
  • 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.
  • Demonstrated experience in programme management, operations, or a related discipline
  • Proven ability to manage complex, cross-functional programmes in a global environment
  • Experience in sales, sales operations, or commercial programme management


  • Experience managing outsourced vendors, partners, or supplier ecosystems
  • Ability to design, measure, and optimise workflows using structured CI frameworks
  • Experience applying AI, automation, or advanced analytics to business processes
  • Experience in technology, cloud, or digital sales environments
  • Advanced degree (for example, MBA)
AI/CI Fluency
  • Ability to streamline processes and eliminate redundancy
  • Ability to apply AI tools and automation to improve programme delivery and efficiency
  • Curiosity and continuous learning mindset in emerging technologies and digital transformation
Commercial Acumen
  • Understanding of sales drivers, customer lifecycle, and revenue-based performance metrics
  • Ability to connect programme execution to measurable business outcomes
Vendor & Stakeholder Management
  • Proven experience in managing vendor performance, governance, and relationships
  • Ability to influence without authority across internal and external stakeholders
Core Program Management Capabilities
  • Problem solving and troubleshooting: ability to work through ambiguity and deliver structured solutions
  • Analytical thinking: data-driven approach to decision making and performance management
  • Communication and storytelling: clear, concise communication tailored to varied audiences
  • Agility and adaptability: ability to respond effectively in fast-paced, changing environments
  • Cross-functional collaboration: builds partnerships across teams.


Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600.00 - $188,400.00 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $125,000.00 - $206,400.00 per year.

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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

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Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ

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