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.

Microsoft CSS is one of the largest customer service organizations in the world, comprising tens of thousands of support engineers assisting more than one billion customers worldwide across voice calls, emails, and live chats.

As the Director, Business Program Management – Building Agentic Support Solutions within the Technology Strategy & Innovation team, you will be responsible for driving programs, support experiences and virtual teams to transform people, processes, and technology for our customers and employees. You will lead or work on programs which leverage the power of AI to provide better customer service and experience, reduce toil by our employees, drive efficiency throughout business processes, and become a showcase for our global customers.

This is a Puget-sound based role with an expectation to spend up to 50% of the time on Redmond campus.

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.