Director Business Program Management
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Jul 29, 2025 | |
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OverviewWith 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. The Director, Business Program Management - Usage Insights role within the Cross Solution Area (XSA) team will improve operational excellence grounded on data, and insights to create actions to drive the Usage business across AI Business Solutions & Security. This role will drive insights across Usage Excellence execution metrics, driving consistent reporting and data visualization for the SLT. The role will partner to manage centralized reporting and fulfilling ad-hoc analysis across other signals driven by Finance and GCS Solution Areas. This role will be expected to develop a robust knowledge of the Usage pipeline execution processes across Microsoft Customer and Partner Solutions (MCAPS) at Microsoft and work in close collaboration with Consumption, Usage, Unified & Delivery Insights & Excellence teams. Additionally, this role is focused on driving deep and sustained adoption of key solutions across the organization. This individual will lead efforts to optimize product usage, improve engagement metrics (e.g., MAU, PAU), and deliver actionable insights that accelerate business value realization. The ideal candidate combines analytical rigor with program management expertise and a passion for user-centric innovation. In this role, you will work with cross-functional teams across MCAPS to ensure seamless integration and execution of Usage Excellence initiatives. Your analytical skills will be essential in generating business insights, and benchmarking performance to define operational and organizational strategies. Objectives of the work will be to improve operational excellence and rigor grounded on data, and insights to create actions to drive operational usage excellence across Solution Areas. You will help shape strategies, define business goals, and achieve intended accelerated outcomes across our Usage business. This role is flexible in that you can work up to 100% from home.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 Key Responsibilities* Usage Strategy Development: Design and execute frameworks that define what "usage excellence" looks like across prioritized solutions and workloads.* Adoption Metrics & Insights:Monitor and analyze usage data (e.g., MAU, PAU, feature-level engagement) to identify trends, gaps, and opportunities for improvement.* Stakeholder Engagement:Partner with product teams, customer success, and field stakeholders to align on usage goals and drive targeted interventions.* Program Execution:Lead cross-functional initiatives to improve usage maturity, including campaigns, enablement, and feedback loops.* Frameworks & Toolkits: Develop and scale usage excellence playbooks, maturity models, and scorecards to guide teams toward measurable outcomes.* Reporting & Communication:Deliver compelling narratives and dashboards that communicate progress, impact, and next steps to executive audiences. The ideal candidate is comfortable interfacing with executive stakeholders.Success Metrics:* Increase in active usage (MAU/PAU) across targeted solutions* Improvement in workload-specific maturity scores* Acceleration of time-to-value for new deployments* Stakeholder satisfaction with usage insights and interventions Other Embody our culture and values | |