Business Program Manager - AI Transformation
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Sep 21, 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.As part of the AI Transformation and Continuous Improvement team within Global Customer Success (GCS), the Business Program Manager - AI Transformation will be a catalyst for AI-driven innovation across the Customer Success Account Manager (CSAM) role. You operate at the intersection of strategy, technology, and execution-surfacing high-impact AI opportunities, qualifying them with clear business requirements and ROI hypotheses, and partnering with finance, engineering, and field stakeholders to bring them to life. Your focus spans the full CSAM lifecycle ensuring AI solutions are not only visionary but also practical and measurable. You will lead the adoption and optimization of new AI and agent tools, prioritize enhancements based on user experience and feedback, and serve as the connection between transformation efforts and CSAM role ownership. If you thrive in a fast-paced, evolving environment and are energized by turning ideas into outcomes, this role is your platform to drive transformation.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.
ResponsibilitiesAI Opportunity Identification & InnovationIdentify and prioritize AI opportunities across the CSAM lifecycle that reduce friction, unlock efficiency, and improve customer and employee outcomes.Conduct landscape scans and leverage data insights to surface high-impact, scalable AI use cases.Stay informed on emerging AI trends and technologies to inspire forward-looking, transformative solutions.Idea Qualification & Business Case Development Translate AI concepts into actionable business requirements, use cases, and success criteria.Develop standardized qualification frameworks to assess feasibility, strategic alignment, and impact.Partner with finance to build effort estimates, cost models, and ROI hypotheses that support investment decisions.Cross-Functional Partnership & ExecutionCollaborate with engineering, CSAM leaders, and field stakeholders to co-design and deliver AI-first solutions.Partner in agile execution rhythms by supporting timely delivery, facilitating iterative feedback loops, and aligning efforts with transformation goals through collaboration and enablement.Serve as the strategic connector between AI transformation efforts and CSAM role ownership, ensuring relevance and adoption.Tool Adoption, Measurement & OptimizationSupport deployment and enable adoption of new AI and agent tools across the CSAM community by partnering with role owners, field stakeholders, and readiness teams to ensure alignment, preparedness, and engagement.Collaborate to define and monitor success metrics such as usage, satisfaction, and business impact, enabling stakeholders to assess effectiveness and identify areas for improvement.Facilitate user feedback collection and support prioritization of enhancements by partnering with engineering and product teams to improve experience, performance, and value realization through iterative refinement.Strategic Communication & Change ManagementCommunicate transformation goals, progress, and outcomes to stakeholders across GCS and the broader organization.Support change management efforts to drive understanding, engagement, and sustained adoption of AI solutions.Represent the CSAM where needed ensuring solutions are grounded in role realities and field needs. Other Responsibilties:Embody ourcultureandvalues | |