Business Program Manager - Customer Lifecycle Operations

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 programs. CLO manages a large-scale ecosystem of vendor partners to drive customer acquisition, retention, and revenue growth across Microsoft’s commercial businesses. The CLO Program Manager is a strategic and operational leader responsible for managing end-to-end program delivery across a portfolio of global vendor-led programs spanning Vendor Digital Sales (VDS), Digital Customer Acquisition (DCA), Solutions, and Renewals. This role requires a strong 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 programs across multiple CLO motions. - Own end-to-end program 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 program performance metrics. AI/CI Transformation - Continuously re-invent workflows by eliminating waste and simplifying processes before automation - Integrate AI, automation, and Copilot capabilities into program 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 program 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 program requirements. Data & Insights - Leverage data, analytics, and dashboards to evaluate program 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 senior stakeholders, providing clarity and context in complex environments. - Develop and maintain strong 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 a related field (or equivalent experience) - Demonstrated experience in program management, operations, or a related discipline. - Proven ability to manage complex, cross-functional programs in a global environment. Preferred Qualifications - Experience in sales, sales operations, or commercial program 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) preferred. Required Skills & Competencies AI/CI Fluency - Ability to streamline processes and eliminate redundancy. - Ability to apply AI tools and automation to improve program 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 program execution to measurable business outcomes. Vendor & Stakeholder Management - Strong experience in managing vendor performance, governance, and relationships. - Ability to influence without authority across internal and external stakeholders. Core Programme 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 strong partnership