Business Process & Continuous Improvement Lead – Digital Direct Sales (eCommerce)

Join Microsoft’s Digital Direct Sales (DDS) organization and shape the future of operational excellence for Microsoft.com’s eCommerce business.

• Lead the End-to-End Process Improvement initiative, focusing on (but not limited to) inventory management optimization, supply chain agility and resilience, post-purchase experience enhancements, business sales operations, and automation-driven efficiency gains.
• Analyze and assess cross-functional workflows within and adjacent to DDS to identify inefficiencies, bottlenecks, and customer pain points; define improvement goals using relevant benchmarks and implement solutions to achieve measurable outcomes.
• Design and deploy scalable, automated workflows in partnership with Supply Chain, Category Management, Operations, Engineering, and Marketing, integrating AI, predictive analytics, exception management, and intelligent orchestration.
• Provide a clear end-to-end view of expected business outcomes, manage stakeholder engagement rhythms, and address pain points to drive adoption and sustainment of improvements.
• Build and deploy Microsoft’s CI toolkit — applying Lean, Six Sigma, Kaizen, workflow automation, and AI — to unlock measurable improvements in cost, speed, and customer experience.
• Facilitate improvement events and Kaizen workshops that produce sustainable business outcomes.
• Lead change management using your advanced understanding of the business and continuous improvement.
• Monitor KPIs, establish feedback loops, and use performance data to identify new opportunities, drive ongoing process optimization, and foster a culture of continuous improvement.
• Quantify and communicate impact, including cost savings, revenue recapture, customer satisfaction gains, and reduced operational friction.

• Bachelor's Degree in Business, Marketing, Communications, Finance, Engineering, or related field AND 5+ years of marketing operations, program management, project management, or related experience
• 5+ years experience in eCommerce or digital commerce end-to-end process transformation including inventory, supply chain or post-purchase workflows.
• 5+ years experience in CI methodologies (Lean, Six Sigma, Kaizen, BPM) and change management.
• 3+ years experience of leading cross-functional teams to deliver measurable improvements in customer experience, operational efficiency, and business KPIs.

• Health insurance
• 401k matching
• Flight privileges
• Generous time away
• Maternity and paternity leave
• Savings and investments
• Discounts on products and services
• Industry leading healthcare
• Educational resources

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