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 innovative solutions that accelerate business value, drive operational excellence and nurture long term loyalty. One of the key mechanisms in which Microsoft activates the incredible talent of its technical teams for customer success is through Microsoft Unified. Unified enables a proactive approach with customers that results in accelerated value creation and sustained growth for the Microsoft Cloud. It serves as a growth engine for the company by getting hands-on with customers to understand their priorities and help drive adoption and optimization at speed. Unified has four main product service lines – Enterprise, Partner, Value Acceleration Services and Mission Critical Services. As the product lead for one of these product service lines, you will work as the “CEO” for your product line responsible for achieving the business outcomes for this business including topline and bottom-line business results attainment. As the **Senior Director, Unified Mission Critical Services** you will manage and mentor a team accountable for offering development and go-to-market strategies. This includes oversight of the research and data analysis used to create compelling offers, coordination with cross-functional teams to drive experience design, and guiding effective packaging and pricing strategies to accelerate market adoption. Your teams will develop persuasive value propositions and guide the creation of key sales assets with our global marketing team. 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** Working across a diverse set of senior stakeholders including marketing, sales and delivery, you will be responsible for setting up the product line strategy with key stakeholders and helping bring that strategy to the market. You and your team will be responsible for the end-to-end outcomes of the product line, evaluating business performance and driving continuous improvement programs across all business functions to make needed strategy and tactic changes to achieve results. This leader will be responsible for the **Mission Critical Services product service line** . This product service line is part of the enhanced services portfolio helping customers manage, optimize and support their Microsoft mission critical solutions with the highest level of availability. + **People Management:** + Managers deliver success through empowerment and accountability by modeling, coaching, and caring. + Model - Live our culture; Embody our values; Practice our leadership principles. + Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn. + Care - Attract and retain great people; Know everyone’s capabilities and aspirations; Invest in the growth of others. + **Portfolio Alignment:** Work across the business to understand the Microsoft Unified portfolio objectives and the role of your product service line to achieve overall goals. + **Offer Strategy:** Oversee the research and analysis of customer needs and competitor offerings for your product service line. Ensure the team translates insights into compelling offers to customers’ needs and most compelling outcomes. + **Design:** Envision offer benefits to ensure effective coordination with stakeholder teams including delivery, operations and finance to match results and validate approach + **Packaging & Pricing:** Guide the team to compelling packaging and pricing strategy with clear and compelling customer value to enable accelerated market adoption. + **Promise Realization:** Ensure customer promises made in the product service line are delivered consistently. Monitor and improve customer experience and results. + **Product Line Inspection:** Conduct business reviews across stakeholder teams to assess success metrics and accountability in execution + **Continuous Improvement Programs:** Create a culture that drives ongoing learning and improvement. Adapt strategies based on market feedback and success measures. **Other:** + Embody our culture and values. **Qualifications** **Required/Minimum Qualifications** + Bachelor's Degree in Business Administration, Economics, Finance or related field AND 10+ years leading business strategy and/or product strategy teams + OR equivalent experience. + 6+ years people management experience. + Experience running, supporting or optimizing mission critical solutions. **Additional or Preferred Qualifications** + Bachelor's Degree in Business Administration, Economics, Finance or related field AND 12+ years leading business strategy and/or product strategy teams + OR equivalent experience. + 8+ years people management experience. + Experience running topline & bottom-line results for a defined business. + Experience working in professional services, support and success businesses. + Deep experience leading product development, sales or delivery teams. + Proficiency in market need analysis, research and competitive benchmarking. + Proven track record of driving business growth and improving customer experience. Product Management M6 - The typical base pay range for this role across the U.S. is USD $163,000 - $296,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $220,800 - $331,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft will accept applications for the role until June 17, 2025. \#CES #GCS Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .