Business Design Practice Lead, Customer Service & Support

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Microsoft's Customer Experience & Success (CE&S) organization seeks a Business Design Practice Lead for Customer Service & Support (CSS). This role translates strategy into actionable roadmaps, aligning investments and ensuring programs drive meaningful business outcomes. The role involves working closely with various teams to define priorities and ensure efforts are designed with clear objectives. Remote work (up to 100%) is permitted.

Requirements

  • Bachelor's Degree in a relevant field AND 8+ years of experience in business planning, operations management, strategy, portfolio- or product management, data analytics or business-related roles OR equivalent experience.
  • 2+ years of experience with customer support.
  • Ability to analyze complex challenges and develop structured roadmaps.
  • Experience translating business needs into clear priorities and mapping dependencies.
  • Ability to align investments and priorities across cross-functional teams.
  • Experience guiding investment decisions and supporting leadership in prioritization efforts.
  • Ability to turn broad strategic direction into actionable plans.
  • Strong understanding of capability development and how organizations evolve over time.
  • Data-savvy with the ability to leverage quantitative and qualitative insights.
  • Comfortable working in ambiguous environments and driving for clarity.

Benefits

  • Competitive salary
  • Benefits package (details available at careers.microsoft.com/us/en/us-corporate-pay)
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