Training & Readiness Manager

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovation that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations and the value we deliver across Microsoft and our customers. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work. We make doing business with Microsoft easy. 

Field & Scale Operations, within Microsoft Business Operations, provides operations support for Microsoft Services Customers and Sellers to accelerate seller productivity across the Services business. We are accountable for designing and executing deal management services across the customer lifecycle. We deliver process efficiency, timeliness, quality and compliance while providing an exceptional customer experience. We are looking for team members to join our team to focus on delivering exceptional experience with deep expertise in contracting, order management, billing, and customer relationship management. 

The Training & Readiness Manager plays a key role in building and sustaining readiness for an operational Services organization. This role shapes and delivers learning, enablement, and readiness strategies that accelerate time-to-productivity, support operating model adoption, and enable consistent, high-quality execution aligned with business priorities. The role partners closely with broad business stakeholders, translating strategy and change into clear learning paths, readiness plans, and measurable capability improvements—ensuring teams are prepared to execute effectively as the business evolves. The ideal candidate is an innovative learning strategist, passionate about enabling growth, accelerating change, and maximizing the potential of Microsoft’s most valuable asset, its people. They will champion the integration of customer feedback, empathy, and proactive problem-solving into training materials and processes, ensuring every learning intervention aligns with the needs and expectations of internal and external customers. By prioritizing the customer perspective, this role enables the team to deliver exceptional service, build lasting relationships, and continuously improve customer experience.  

Microsoft’s mission is to empower every person and every organisation on the planet to achieve more. As employees, we come together with a growth mindset, innovate to empower others, and collaborate to realise 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. 

Training Program Management & Orchestration 

• Partner with process owners and service leaders to identify capability gaps and define training priorities that align to business outcomes and customer experience. 

• Orchestrate across stakeholders (Field, Operations, Process, Quality, Tools, and Change) to remove readiness blockers and maintain momentum for learning launches. 

• Apply disciplined needs analysis and learning design reviews to validate that content is accurate, appropriately scoped, and aligned with role expectations and standards. 

• Support teams through complex or ambiguous operational changes by translating intent into clear learning paths, job aids, and readiness plans. 

• Enforce consistent execution of training governance, deployment playbooks, and engagement models. 

• Drive effective stakeholder partnerships: demonstrated impact and influence skills, including cross-boundary collaboration and the ability to build solid relationships with individuals at all levels.  

Learning Design, Delivery & Readiness 

• Design and deliver onboarding and role-based learning ensuring accuracy, completeness, and alignment to business rules and policies. 

• Manage readiness planning for process, policy, and tooling changes including communications, enablement assets, and stakeholder alignment. 

• Ensure learning content and guidance are consistently represented and discoverable across Microsoft systems and channels (e.g., SharePoint/Teams, knowledge bases, or internal tooling). 

• Proactively identify and resolve issues impa