Capability Lead - eCommerce AI Agent Operations

As a Capability Lead in the Connected Sales & Marketing team, you will be focused on one of Microsoft’s most cutting-edge marketing technology capabilities with tremendous growth potential – customer-facing AI Agents. These agents guide customers through their eCommerce journeys across multiple touchpoints and surfaces, interacting via web chat, email and other modalities. This role’s objective is to deliver a major contribution to AI transformation of Microsoft marketing by enabling the deployment of intelligent AI Agents as a standard capability for Microsoft marketers for their GTM campaigns. This will involve standardization, optimization and then automation & tooling of operational processes like passing new domain knowledge to agents, setting up of agent-driven promo campaign, targeting best contacts to engage with an agent in a compliant manner, and many others. Working in close collaboration with Marketing, Sales, and Engineering teams, this role provides a unique opportunity to gain deep exposure to modern go-to-market strategies while working hands-on with the next frontier of AI-driven automation and personalization. As our agentic capabilities rapidly evolve further, expanding to new customer touchpoints, products, and modalities, this role has a lot of room to grow and expand in the future.

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. 

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

• Translate ambiguous business goals into standard business processes for agents, define success metrics, and experiment plans; validate impact via A/B tests and holdouts.
• Lead the end-to-end rollout of customer-facing AI Agents as a standard marketing capability: from standardized manual processes to fully-automated optimized self-serve capabilities enabling repeatable and scaled deployment across GTM campaigns.
• Maintain high-quality documentation for Marketers on these evolving processes.
• Create clear and detailed requirements to automate these processes.
• Operationalize agent knowledge management: define ingestion/refresh cadences, taxonomies, and QA for product, offer, and policy content; in partnership with Engineering establish guardrails and drift monitoring.
• Build and evolve processes and tooling for compliant targeting and activation (consent, suppression, frequency, geo/segment eligibility) across channels like web chat, email, and in-product.
• Define and maintain KPI frameworks (engagement, conversion, revenue influence, CSAT/NPS, safety/quality), instrument telemetry, and publish executive-ready readouts.
• Partnering with Marketing, Sales, and Engineering lead a v-team to enable operational capabilities aligned with shaping roadmaps, prioritizing high-ROI scenarios, and unblocking adoption in a global, matrixed organization.
• Champion Responsible AI: privacy, security, fairness, transparency, and brand safety; ensure adherence to Microsoft policies, legal requirements, and regional regulations.
• Embody our culture and values.

Qualifications

Required/minimum qualifications

• Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 2+ years of experience managing cross-functional and/or cross-team projects.
• 4+ years of experience in marketing technology, product, or program delivery for large-scale B2B go-to-market.

• Bachelor's Degree AND 8+ years experience engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 6+ years of experience managing cross-functional and/or cross-team projects.
• 1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).
• Demonstrated ability to turn ambiguous problems into scalable processes and tooling (standardization → optimization → automation) with measurable business outcomes.
• Experimentation and analytics chops: defining KPIs, instrumenting telemetry, running A/B tests, analyzing uplift, and conv