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.

• 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.
• 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.
• Provide 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
• 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 Timezone field teams.
• 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.
• Track & understand the key KPIs in the EMEA timezone.
• 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.

• 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
• Solid experience in 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.

• Industry leading healthcare
• Educational resources
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect

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.