Business Strategy - Continuous Improvement at Microsoft

Vancouver, British Columbia, Canada -

Full Time

Start Date

Immediate

Expiry Date

12 Mar, 26

Salary

222400.0

Posted On

12 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Re-Engineering, Operational Excellence, Business Strategy, Lean Six Sigma, AI Integration, Change Management, Executive Communication, Performance Management, KPI Optimization, Digital Transformation, Data Analytics, Stakeholder Engagement, Coaching, Workshop Facilitation, Statistical Analysis, Problem-Solving

Industry

Software Development

Description

Overview 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. As a strategic leader within the AI Transformation and Continuous Improvement team in Global Customer Success (GCS), you will define and drive high-impact initiatives that advance operational excellence, accelerate digital maturity, and foster innovation at scale. This role leads enterprise-wide process optimization and re-engineering, architecting AI-first solutions that enhance business performance and customer outcomes. You will partner with senior stakeholders across field, delivery, engineering, and data teams to design scalable frameworks, govern KPIs, and champion adoption through executive alignment, structured change management, and capability building. Success requires exceptional strategic vision, transformational leadership, and the ability to influence and deliver measurable impact across a dynamic, global organization. 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 Enterprise Process Re-Engineering & Optimization Lead large-scale, cross-functional process transformation initiatives, leveraging advanced Six Sigma methodologies to drive measurable improvements in efficiency, quality, and scalability. Architect and implement AI-first process redesigns, integrating Microsoft Copilot, Azure AI, and automation platforms to create intelligent, adaptive workflows that deliver business value at scale. Facilitate executive-level workshops and strategic reviews, applying tools such as DMAIC, SIPOC, and Value Stream Mapping to identify opportunities, reduce defects, and optimize end-to-end delivery. Champion a culture of operational excellence, embedding continuous improvement principles and fostering innovation across global teams. AI-Enabled Business Strategy & Digital Maturity Design and execute strategies that accelerate digital transformation and maturity within Global Customer Success, aligning initiatives with organizational objectives and customer-centric outcomes. Collaborate with senior leaders, engineering, and data teams to embed AI capabilities into core business processes, driving adoption and measurable impact. Serve as a trusted advisor on AI governance, ethical deployment, and data integrity in business operations. Change Leadership & Executive Influence Spearhead change management programs, ensuring stakeholder alignment, adoption, and sustainability of transformation efforts. Mentor and coach emerging leaders, building organizational capability in Lean Six Sigma, Agile, and continuous improvement. Develop and deliver executive-level communications, translating complex technical concepts and transformation outcomes into compelling narratives for senior audiences. Performance Management & KPI Optimization Define, operationalize, and govern key performance indicators (KPIs) that drive accountability and strategic alignment. Leverage advanced analytics and AI to monitor, refine, and elevate performance metrics across functions. Conduct post-implementation reviews and success audits to ensure sustained impact and continuous feedback loops. Qualifications Required/minimum qualifications Master's Degree in Business Administration or related field AND 4+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR Bachelor's Degree in Business, Finance, Economics, Liberal Arts, Computer Science, or related field AND 6+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR equivalent experience. Preferred Qualifications: Minimum 8 years of progressive experience in process re-engineering, operational excellence, business strategy, or professional services within large, complex organizations (preferably in technology, consulting, or enterprise services). Demonstrated experience leading enterprise-wide process improvement initiatives using Lean Six Sigma or similar methodologies, with a track record of measurable impact on cost, quality, and cycle time. Six Sigma Black Belt certification (or equivalent), with hands-on experience in statistical analysis, structured problem-solving, and process optimization at scale. Proven ability to facilitate executive-level workshops, conduct detailed efficiency and gap analyses, and implement structured, data-driven action plans. AI & Technology Leadership Deep expertise in integrating Microsoft AI technologies (Copilot, Azure AI, Power Automate, predictive analytics) into business processes for measurable impact. Experience architecting and implementing AI-first process redesigns, moving beyond automation to create intelligent, adaptive workflows. Familiarity with AI governance, data integrity, and ethical deployment practices in operational contexts. Transformation & Change Management Demonstrated success leading digital transformation initiatives aligned with strategic business goals, delivering tangible outcomes in customer experience, operational efficiency, and employee engagement. Deep experience in organizational change management, including stakeholder engagement, communication planning, resistance mitigation, and adoption measurement. Strong leadership presence with the ability to mentor, coach, and upskill teams in Lean Six Sigma, Agile, and continuous improvement methodologies. Executive Communication & Influence Exceptional executive-level communication skills, with a proven ability to translate complex technical concepts and transformation outcomes into compelling narratives for senior audiences. Demonstrated influence skills, with a history of driving alignment and impact at scale in organizations similar to Microsoft Customer Success. Skilled in visualization and storytelling techniques that clarify strategic impact, build alignment across stakeholders, and support informed decision-making at the leadership level. Performance Management Expertise in KPI design, optimization, and governance, including the use of dashboards, scorecards, and post-implementation reviews to ensure sustained performance and continuous feedback loops. Master’s degree in Business Administration, Engineering, Data Analytics, or a related discipline. Additional certifications in Agile, Project Management (PMI, PRINCE2), ITIL, or Prosci/ADKAR change management frameworks. Experience designing and delivering enterprise-level Lean Six Sigma training programs and structured learning paths. Practical application of advanced process design, including the ability to reimagine workflows from the ground up to fully leverage digital technologies, unlock new efficiencies, and drive scalable innovation. Strong business acumen with the ability to build and interpret ROI models, effort estimates, and impact assessments. Comfortable operating in ambiguity and driving clarity through structured analysis and storytelling. Experience building business cases for business / technology initiatives with measurable outcomes and stakeholder buy-in. Business Strategy IC5 - The typical base pay range for this role across Canada is CAD $128,000 - CAD $222,400 per year. Find additional pay information here: https://careers.microsoft.com/v2/global/en/canada-pay-information.html Business Strategy IC5 - L'échelle salariale de base typique pour ce rôle dans l'ensemble du Canada est de 128,000 $ CAD à 222,400 $ CAD par année. Pour plus d'information au sujet de la rémunération, veuillez cliquer ici: https://careers.microsoft.com/v2/global/en/canada-pay-information.html Ce poste sera ouvert pendant au moins cinq jours et les candidatures seront acceptées de façon continue jusqu’à ce que le poste soit pourvu. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft est un employeur offrant l’égalité d’accès à l’emploi. Tous les candidats qualifiés seront pris en considération pour l’emploi, sans égard à l’âge, à l’ascendance, à la citoyenneté, à la couleur, aux congés médicaux ou familiaux, à l’identité ou à l’expression de genre, aux renseignements génétiques, à l’état d’immigration, à l’état matrimonial, à l’état de santé, à l’origine nationale, à un éventuel handicap physique ou mental, à l’affiliation politique, au statut de vétéran protégé ou au statut militaire, à la race, à l’ethnie, à la religion, au sexe (y compris la grossesse), à l’orientation sexuelle ou à toute autre caractéristique protégée par les lois, ordonnances et règlements locaux applicables. Si vous avez besoin d’aide avec des accommodements religieux et/ou d’un accommodement raisonnable en raison d’un handicap pendant le processus de candidature, apprenez-en plus sur la demande d’accommodement. Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

Lead large-scale, cross-functional process transformation initiatives and architect AI-first solutions to enhance business performance. Champion a culture of operational excellence and drive measurable improvements across global teams.