Customer Success Insights, Director Business Program Management of Agent Insights

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 is leading the effort to create outstanding customer experience through Support offers, accelerated customer outcomes, solution adoption, solution health and customer relationships.

The Customer Success Insights, Director Business Program Management of Agent Insights will be part of XSA Insights (Cross Solution Area), to drive strategy, execution and requirements for reports to support our Go To Market motion for AI. This role will be part of the Insights planning for execution views across Copilot, Agents, Security and IQ layers to build the best way to measure performance for the one platform story and definition of Usage, Consumption KPIs to measure execution 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. 

Drive Insights Strategy for Agents & Consumption 

• Be part of XSA Insights, owning strategy, execution, and requirements for reporting that supports Frontier sales transformation. Lead insights planning to enable execution views across Copilot, Agents, Security and IQ layers, ensuring a cohesive “one platform” performance story.

Build Measurement Frameworks for Execution & Performance

• Define and evolve usage and consumption KPIs to measure execution of the business. Partner with stakeholders to ensure metrics clearly reflect performance, adoption, and value realization across new and existing offerings. 

Partner Across CSU and Business Strategy Teams 

• Work closely with CSU Business Strategy teams to align on execution views needed to support emerging offers and products, including various sales licensing models and products. Ensure consistent approaches and shared definitions across teams. 

Design Scalable Reporting & Execution Views 

• Create sustainable reporting and dashboards that support rhythm of business and leadership cadences. Continuously improve insights to surface leading indicators, execution risks, and opportunities for action. 

Advance Risk & Performance Models 

• Enhance and modernize existing risk model views across Microsoft Solution Areas, integrating new signals from agents, usage, and consumption to improve visibility into business health. 

Connect the Dots Across Data & Stakeholders 

• Collaborate across Insights, Business Operations, Customer Success, Finan