Business Program Manager, Customer Lifecycle Operations

Customer Lifecycle Operations (CLO) is part of Microsoft Business Operations and is responsible for the design, delivery, and optimisation of global outsourced digital sales and customer engagement programmes. CLO manages a large-scale ecosystem of vendor partners to drive customer acquisition, retention, and revenue growth across Microsoft’s commercial businesses.

The Business Program Manager, Customer Lifecycle Operations is a strategic and operational leader responsible for managing end-to-end programme delivery across a portfolio of global vendor-led programmes spanning Vendor Digital Sales (VDS), Digital Customer Acquisition (DCA), Solutions, and Renewals.

This role requires a combination of AI-enabled program leadership, continuous improvement mindset, commercial acumen, and vendor management expertise, with the ability to operate effectively in complex, global, and highly matrixed environments.

Program Leadership & Execution

• Support the design, implementation, and continuous improvement of complex global programmes across multiple CLO motions
• Own end-to-end programme delivery, including scope, timelines, governance, risk management, and execution
• Drive Rhythm of Business (ROB), ensuring alignment, accountability, and delivery against objectives

• Define and manage success criteria, including KPIs, SLAs, OKRs, and programme performance metrics

AI/CI Transformation

• Continuously re-invent workflows by eliminating waste and simplifying processes before automation  
• Integrate AI, automation, and Copilot capabilities into programme delivery to improve efficiency and outcomes
• Proactively identify and implement opportunities to automate workflows, enhance reporting, and drive data-led insights
• Champion adoption of AI-enabled tools across internal teams and vendor partners
• Contribute to the evolution of AI-first, digitally enabled sales and operations models

Commercial & Sales Impact

• Align programme execution with Microsoft’s commercial priorities, including pipeline generation, revenue growth, and customer retention
• Partner with Sales, Customer Success, and Solution teams to deliver measurable business outcomes
• Monitor and optimise sales performance indicators, including pipeline health, conversion, and renewal metrics
• Translate business strategy into executable vendor-led sales motions

Vendor & Partner Management

• Manage an ecosystem of outsourced vendors, ensuring delivery of contracted outcomes and compliance with Microsoft standards
• Establish and lead vendor performance management processes, including scorecards, reviews, and audits
• Drive continuous improvement through benchmarking, insights, and performance analytics

• Manage vendor capacity, cost, and capability alignment with programme requirements

Data & Insights

• Leverage data, analytics, and dashboards to evaluate programme performance and inform decision-making
• Conduct cost-benefit and ROI analysis to drive optimisation and value realisation
• Translate complex data into actionable insights and executive-level narratives

• Identify risks and improvement opportunities through data-led analysis

Cross-Functional Leadership

• Collaborate across a global network of stakeholders, including Sales, Finance, Engineering, and Operations
• Influence and align stakeholders in a matrixed environment to drive outcomes and adoption
• Lead change management initiatives to ensure successful implementation of new programmes and capabilities
• Communicate effectively with stakeholders, providing clarity and context in complex environments
• Develop and maintain relationships with Microsoft stakeholders and global tele vendors, ensuring alignment with Microsoft's goals and objectives.
• Ensure that supplier (global vendor) performance consistently meets and exceeds the expectations of our stakeholders. The role demands significant executive stakeholder engagement and adept st