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Microsoft Corporation Director, Business Operations & Program Management, Customer Success in Boston, Massachusetts

The Global Downstream Customer Success Unit (CSU) is hiring! The mission of our team is to enable a globally connected customer experience for Microsoft’s largest and most strategic global accounts. We focus exclusively on engaging with the influencers and decision-makers who work outside of these customers headquarter locations. Our team members act as an extension of the headquarters-based account team driving adoption and consumption opportunities through a coordinated global effort. We share this mission with the Downstream Specialist Sales Team Unit (STU), Downstream Customer Success Account Management (CSAM) Team, and partner with local account team members as well as other global teams to both identify and accelerate customer value.

The Customer Experience & Success (CE&S) Downstream Customer Success Unit (CSU) is in need of a Director of Business Operations & Program Management who can lead the planning, designing, and delivering of predictable and measurable programs to operationalize our downstream, go-to-market strategy as well as drive the rhythm of business to keep stakeholders informed of our impact and results against financial targets. By joining our team, you’ll have the opportunity to help shape business programs and strategies that have global impact. You will help lead business strategy transformation and operational execution, driving real-time business insights, changes, and programs.


  • Collaborate with a wide range of stakeholders across Microsoft, both cross-function and cross-business, and influence the direction and success of Global Downstream CSU.

  • Accountable for cross-business execution performance, planning, and operations by planning, designing, and delivering predictable and measurable solutions for business programs.

  • Scale execution, drives clear business and market insights that result in Downstream CSU, Global Account Teams, Areas, and Microsoft achieving their purpose and business objectives.

  • Manages programs from initiation through delivery, and is responsible for ongoing program management and oversight, and uses project management to develop innovative solutions to create robust, efficient and sustainable business processes and programs.

If you have a passion for and curiosity about creating clarity, generating energy and delivering success, and are looking for a role that provides an opportunity to influence cross-company, enjoy working in a fast-paced environment, and are ready to identify opportunities for growth and drive scale, we’d love to hear from you.


The successful candidate will be a results-oriented problem solver with the ability to drive analytical insight into complex business problems, build consensus through senior stakeholder communications, lead cross-group execution, and land partner-facing impact.

Key Experience:

  • 10+ years experience in business or sales operations, bringing products or programs to market, business planning, management consulting, and/or sales excellence

  • Specific background or experience designing/implementing sales and/or consumption coverage and accountability models for cloud-based technologies

  • Experience in GTM strategy and/or execution with large multi-national customers in the context of highly matrixed, scale organizations

  • Bachelor’s degree or equivalent work experience in related fields e.g.: business, marketing, information technology, operations, finance

  • Proven program management experience of complex programs delivering customer business value

  • Excellent understanding of cloud strategy, product, and service offerings

  • Must be a person of integrity, capable of excellent judgement and decision-making skills, showing the utmost discretion in the management of confidential corporate information

  • Strong analytical mindset with ability to understand business metrics and customer & market trends

  • Creative problem solving and entrepreneurial in your approach

  • Effective at managing and thriving in ambiguous situations

  • Highly analytical - ability to understand business metrics, customer, and market trends

  • Ambitious, self-starter, thrives in a fast-paced, ambiguous environment, effectively manages priorities

  • Confident with an ability to work and build strong relationships with senior managers, willing to take on big challenges, advocate a position, build a business case, and influence others

  • Ability to effectively drive cross-group collaboration, impact and influence

  • Excellent verbal and written communication and presentation skills.

  • Interpersonal and conflict resolutions skills that include exceptional negotiation skills, able to drive alignment across many teams, and can function independently with success

  • Experience providing process optimization by understanding the desired business outcomes

LOCATION: Remote, anywhere in the United States.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.