Human Resources Director, Global Customer Success

The Customer Experience & Success Human Resources (HR) Business Partner team is looking for an HR Director to partner with senior business leaders across the Global Customer Success (GCS) organization.  GCS is a 2,900-person global organization at Microsoft, operating across 30+ countries. It leads customers through AI transformation and cloud adoption, setting the global strategy for delivering innovative, secure solutions across AI, cloud, and security.

As the engine behind product adoption, renewals, and customer satisfaction, GCS drives measurable business outcomes by accelerating cross-solution consumption, enabling customer success at scale, and building trust through proactive resiliency and operational excellence. By amplifying human expertise with AI-powered experiences, GCS empowers organizations to achieve long-term value and positions Microsoft as the partner of choice for digital transformation. 

The rapid pace of transformation and the global nature of this organization brings increased challenge and complexity to this HR leadership role.  The successful candidate must demonstrate exceptional business acumen and strategic thinking, along with a proven track record of collaboration and change leadership in fast-paced, global environments to facilitate change management processes, foster a culture of innovation, and champion diversity and inclusion initiatives to contribute to the overall success and sustainability of the business.

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

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 each individual’s capabilities and aspirations; Invest in the growth of others.

Leadership

• Consults business executive teams in creating and translating business strategies to improve business results for an organization. Leads their team to develop, apply, and align people and organizational priorities with organization vision and execution. Provides strategy analysis to understand the implications of strategic choices within and across organizations. Ensures that the people strategies and organizational strategies are effective to achieve desired business outcomes.
• Leads their team to develop and implement interventions that improve the clarity of business strategies and address the gaps in strategy execution. Conducts assessment of the effectiveness of the business strategy, model, and organizational structure, and makes strategic recommendations to achieve business outcomes. Leads the efforts to identify gaps in the execution of business strategies and consults business leadership on clarifying and executing business strategies as an HR expert.
• Oversees teams assessing metrics to monitor and ensure leadership performance. Coaches managers and leaders to facilitate organizational change and model an inclusive environment. Provides oversight and insight for leaders at Microsoft. Leverages business understanding to connect leadership effectiveness plans with the broader Microsoft ecosystem. Contracts for and provides executive coaching at senior levels of the organization to improve leadership capability, resolve leadership gaps, and drive business results.
• Applies understanding of internal and external business drivers to guide the leadership team through ongoing business evolution and changing ways of working. Collaborates with business leaders or HR partners to develop effective global change-management strategies. Supports and guides organizational leadership team on their business and culture transformation process.
• Designs, and deploys team members to implement interventions that improve leadership and team performance to achieve strategic objectives across business groups and support cultural transformation. Utilizes various strategies and resources to influence leaders to invest in change management. Collaborates with a variety of functions to drive leadership capability, and supports effective lea