Business Program Manager - Cloud and AI Platform (CAIP)

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.

In the Customer Success team, we are looking for people with a passion for delivering customer success. As a Business Program Manager, you will enable customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your delivery leadership and subject matter expertise, you will help customers get value from their Azure investments. Microsoft aspires to help our customers transform their business and operations with AI solutions built on Azure. Azure is the most comprehensive, innovative, and flexible cloud platform today and Microsoft is hiring professionals that will drive customer cloud adoption for AI Innovation within the most important companies in the market. This role is flexible in that you can work up to 100% from home other than required travel for customer, employee, business meetings as needed.  

This role is flexible in that you can work up to 100% from home.

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.

Responsibilities

As a Business Program Manager for the Cloud and AI Platform (CAIP), you will drive the landing, messaging, feedback loop, and progress toward KPIs for the strategic priorities of the Customer Success Unit across the EMEA time zone for Azure Cloud and AI Platform solution plays. You will collaborate with the Technical Program Managers in WW Customer Success, Global Business Leaders to enable landing, Engineering, Marketing, Partner, and Delivery teams within Microsoft to align the delivery motions and execution guidance for Azure Cloud and AI solutions. You will be responsible for providing meaningful data insights, actionable reporting to enable rapid response by the field teams and our own internal Customer Success teams, specifically focused on the EMEA Timezone

• You will partner with Solution Play aligned Technical Program Managers in Global Customer Success to provide insights uncovered through existing reports, automation of data aggregation and through experimentation by utilizing Agentic AI to accelerate the continuous feedback loop between our teams and the EMEA Time zone field teams.
• You will utilize automation and AI Agents to optimize across the disciplines of landing, tracking, and data analysis by leveraging Copilot Agents & Automation workflows to accelerate field adoption and deliver actionable insights for the strategic delivery priorities for Cloud and AI.
• You will track & understand the key KPIs in the EMEA timezone.
• This role is pivotal in supporting the landing, scaling, and tracking of our Cloud & AI Business. The ideal candidate will have a strong background in data analysis, the power of automation, an eagerness to learn AI Agents, business program management and a passion for driving business growth and operational excellence.
• Scaling Operations:
• Identify / create standardized mechanisms for tracking results of all Customer Success KPIs (Key Performance Indicators) with a depth and insightful understanding for anomalies across regions for Americas Operation Units in CAIP business while leveraging key AI Agent tools to eliminate repetitive tasks to drive role optimization.
• Support the Americas CAIP business with actionable approach to data analysis.
• Stream line processes for internal Customer Success teams, the field teams and our other stakeholders
• Work closely with cross-functional teams to standardize processes and best practices through a closed loop process
• Monitor and analyze performance metrics to ensure scalability and sustainability of business operations.
• Tracking and Reporting:
• Have a depth of knowledge for Copilot Agents, PowerApp & PowerBI that will enable you to streamline and automate repetitive processes and a deeper depth of data analysis. These outcomes will enable all field teams to understand KPIs to drive action, while optimizing for their time to spend more time directly on customer outcomes.
• Generate regular reports and insights to inform decision-making and strategic planning.
• Stakeholder Collaboration:
• Act as a liaison between global and regional teams to ensure alignment and effective communication.
  

Qualifications

• Bachelor's or Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field
• Experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
• Some capability with either Copilot Studio (building agents), PowerAutomate, PowerApp and / or PowerBI
• Experience working in a customer-facing role (e.g., internal and/or external)
• Experience in delivery of projects, delivery strategy, or delivery management functions
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications)
• Proven experience in business strategy, project management, and data analysis.
• Strong understanding of the EMEA market and its unique challenges and opportunities.
• Ability to work independently and collaboratively in a fast-paced, global environment.
• Proficiency in data analytics tools and software.
• Strong problem-solving skills and attention to detail.
  
  

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.