Overview‍

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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.

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The Business Transformation & Strategic Programs (BTSP) organization is hiring a Process Optimization Manager to lead the identification, design, and deployment of Agentic AI‑driven process improvements across Microsoft’s internal Customer Success and Support operations. This role focuses on embedding AI agents into operational workflows to reduce manual effort, improve quality and consistency, accelerate cycle time, and enhance both customer and employee experience, while operating within Microsoft’s Responsible AI, security, and governance standards.

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This role sits at the intersection of enterprise transformation, process management, and applied AI. The ideal candidate combines strong business operations acumen with hands‑on experience building AI‑enabled automation and agentic solutions, translating complex operational challenges into durable, scalable, and measurable improvements.

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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.

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‍Responsibilities

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•    Identify and prioritize Customer Success & Support processes with the highest potential for improvement through AI‑driven and agentic automation, using data, operational insight, and business impact analysis.
•    Design, build, and deploy Agentic AI solutions that optimize end‑to‑end workflows, embedding AI agents into operational processes to reduce manual effort, handoffs, cycle time, and operational friction.
•    Engineer AI‑enabled process solutions, including agent orchestration, automation, evaluation, and exception handling, ensuring solutions are production‑ready and scalable.
•    Partner cross‑functionally with Customer Success, Support Engineering, Data, Security, Privacy, and Governance teams to deliver AI solutions into production environments.
•    Define success metrics and measure impact of AI‑driven process improvements, leveraging telemetry, performance data, and feedback loops to continuously optimize outcomes.
•    Ensure Responsible AI implementation, including alignment with Microsoft AI, privacy, and security standards, with appropriate human‑in‑the‑loop controls, escalation paths, and governance.
•    Communicate clearly and influence effectively across organizations, translating complex operational challenges and AI solutions into actionable insights and decisions.
•    Develop reusable patterns, playbooks, and best practices to support BT&SP’s broader adoption of agent‑based process transformation.

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‍Qualifications‍

Required Qualifications:

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• Bachelor's Degree in Engineering, Business, or related field AND 2+ years process management, process execution, process optimization, or related experience
  • OR equivalent experience.

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Preferred Qualifications:

• Master's Degree in Engineering, Business, or related field AND 3+ process management, process execution, process optimization, or related experience (e.g., data analytics)
  • OR Bachelor's Degree in Engineering, Business, or related field AND 5+ years process management, process execution, process optimization, or related experience (e.g., data analytics)
  • OR equivalent experience.
• Lean, Business Process Management Professional, Change Management (e.g., Prosci), Six Sigma, and/or Agile certifications.
• Hands on experience designing, building, and integrating AI agents into end to end business workflows, with strong understanding of agentic AI concepts including task planning, tool / function calling, grounding, memory, reasoning, and human in the loop controls
• Proven ability to translate complex business and operational problems into scalable, durable technical solutions, partnering effectively with engineering, data, and business stakeholders
• Excellent written and verbal communication skills, with the ability to influence across teams and organizations without direct authority
• Proficiency with Microsoft AI platforms and developer tools, such as Azure AI Foundry, Azure OpenAI Service, Copilot Studio, or GitHub Copilot (including Coding Agents) to design, orchestrate, and operationalize agentic AI solutions in enterprise environments
• Programming experience using Python, C# or TypeScript for automation, orchestration, analytics, and AI enabled workflow development
• Experience working with operational data, logs, and telemetry to define success metrics, evaluate performance, and continuously improve AI enabled processes
• Demonstrated experience driving change and leading complex transformation initiatives within large, global, and highly governed environments.
• Solid understanding of Responsible AI, security, privacy, and compliance requirements, including governance models and lifecycle management for enterprise AI solutions
• Experience with Microsoft Fabric, Power Platform, or similar analytics and automation platforms to support telemetry, feedback loops, and AI optimization.
• Knowledge of Azure Cognitive Search and retrieval augmented generation (RAG) techniques for grounding agents in enterprise data.
• Lean Six Sigma Green Belt or Black Belt certification, or equivalent process improvement methodology experience.

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