Overview
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.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
The Design Execution Program Manager is a hybrid role responsible for driving the successful execution of design changes across CSS and CE&S that impact service delivery. This individual will lead program management activities for design execution, collaborating with internal teams to anticipate, assess, and coordinate upcoming changes, including tooling, compliance, business rules and organisation/strategy changes etc., that affect service delivery. Acting as the central point for change management, the role ensures that all relevant information is channelled to the Design Execution Architect team and oversees the end-to-end execution of associated design changes.
For approximately half of your time, you will function as a Design Execution Architect, translating established design strategies into clear, actionable work instructions for outsourced delivery teams, maintaining documentation, and supporting operational excellence. The balance of time will flex based on the pace and volume of change.
Success in this role requires strong cross-functional collaboration, stakeholder management, and the ability to operate effectively in a dynamic environment where change is constant. The ideal candidate will combine programme management expertise with hands-on experience in service design execution, ensuring readiness for change and the continuous improvement of service delivery processes.
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

• Lead and manage the end-to-end execution of design change needed to keep service delivery current, including tooling, compliance, security protocols, business rules, and tool retirement, across CSS and CE&S.
• As the primary liaison between change management and your Design Execution Architect team peers, ensure that all relevant information is captured, clearly communicated and acted upon.
• Ensuring the timely update of all pertinent design artefacts, including work instructions and training documentation.
• Foster and sustain effective partnerships with stakeholder teams to facilitate thorough and proactive identification of change.
• Demonstrated capability to identify, evaluate, and manage risks associated with that may affect our service delivery and value.
• Assess and coordinate upcoming changes, ensuring timely and effective communication to all relevant stakeholders.
• Effectively communicate design changes related to services delivered through GCM capabilities to all relevant stakeholders.
• Implement and oversee change management processes, supporting the adoption of new or revised service delivery instructions within outsourced and internal delivery teams.
• For approximately 50% of the role, act as a Design Execution Architect, supporting your team peers to:
• Translate established design strategies into clear, actionable work instructions for outsourced delivery teams.
• Maintain and update documentation as processes evolve, incorporating feedback from audits and delivery teams.
• Develop and deliver training materials for new or significantly changed services, acting in a “Train the Trainer” capacity.
• Support continuous improvement by reviewing quality audit results and proactively addressing gaps or defects in delivery.
• Foster a culture of operational excellence, accountability, and continuous improvement within the team and across stakeholder groups.
  

Qualifications
Required Qualifications:

• Demonstrated experience in program or project management, ideally within service delivery, operations, or process optimisation in a complex, cross-functional environment.
• Proven ability to manage change initiatives and coordinate across multiple teams and stakeholders.
• Strong skills in technical writing and documentation, with the ability to produce clear, actionable instructions.
• Hands-on experience in process design, documentation, and governance.
• Experience with Agile methodologies and backlog management.
• Experience working with quality audit / listening processes and incorporating feedback into documentation and process improvements.
• Excellent stakeholder management and communication skills.
• Familiarity with change management principles and supporting teams through transitions.
• Strong attention to detail, analytical thinking, and a commitment to continuous improvement.
  

Preferred Qualifications

• Bachelor’s Degree in Industrial Engineering, Business Administration, Operations Management, Information Systems, Quality Management, or a related field.
• Professional certifications such as Scrum Alliance Certified ScrumMaster (CSM), Lean Six Sigma (Green Belt or Black Belt), ABPMP CBPA/CBPP, ITIL Foundation, or PMP/PRINCE2.
  

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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