Business Design Practice Lead, Customer Service & Support - Remote Eligible

Business Design Practice Lead, Customer Service & Support

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.

In Customer Service & Support (CSS), we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. The CSS Strategy + Design team drives clarity, alignment, and impact through three practice areas: Business Strategy, Business Architecture, and Business Design. We define a clear vision for the future, establish a shared understanding of the present, and ensure decisions are structured and aligned to move CSS forward. By integrating these disciplines, we enable CSS to evolve with purpose and drive meaningful change.

The Business Design Practice Lead, Customer Service & Support ensures CSS’s strategy and long-term vision are translated into a structured, prioritized, and actionable roadmap. This role works closely with Strategy, Business Architecture, and Integrated Planning while also embedding deeply with business leaders, operational teams, and key stakeholders to understand how initiatives and programs connect across the organization.

This role plays a critical part in helping CSS leaders define priorities, align investments, and sequence initiatives to ensure programs drive meaningful business outcomes. By working across teams at multiple levels, this role ensures efforts are designed with clear objectives, dependencies are well-mapped, and initiatives engage the right teams across CSS, CE&S, and Engineering.

This role evaluates whether initiatives and programs deliver expected business outcomes and advance CSS’s business capability maturity. Where needed, they lead or support special projects that require deep organizational and industry research, ensuring high-value opportunities are well-framed before pursuing specific solutions.

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.