[Remote] Business Design Practice Lead, Customer Service & Support

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Note: The job is a remote job and is open to candidates in USA. Microsoft is a global leader in technology, and they are seeking a Business Design Practice Lead for their Customer Service & Support team. This role is crucial for translating CSS’s strategy and long-term vision into actionable plans, working closely with various stakeholders to ensure initiatives drive meaningful business outcomes.


Responsibilities

  • Develop and maintain CSS’s future-state vision and long-term roadmap, ensuring business capability investments are sequenced intentionally based on dependencies and strategic priorities, informing CSS’s Long Range Plan (LRP) and three-year plan.
  • Guide CSS Leadership in defining and structuring annual business outcomes, ensuring fiscal year objectives are clear, actionable, and provide direction for initiatives and programs.
  • Deeply engage with operational and business teams to uncover challenges, identify strategic opportunities, and ensure investments align with real-world business needs.
  • Build a clear narrative and dependency map, articulating how initiatives, programs, and investments interconnect across CSS, CE&S, Engineering, and shared services. Define accountabilities and engagement models to ensure clarity in execution.
  • Ensure initiatives and programs are structured effectively, incorporating key success measures, investment priorities, and clear articulation of intended outcomes.
  • Evaluate ongoing initiatives and provide recommendations, helping leadership make data-driven prioritization decisions and optimize investments for the highest strategic impact.
  • Lead or support special projects requiring deep organizational and industry discovery, ensuring structured analysis before committing to specific solutions.
  • Assess the effectiveness of CSS’s strategic initiatives and programs, ensuring they deliver measurable business outcomes aligned with capability maturity goals.
  • Embody our culture and values.

Skills

  • Bachelor's Degree in relevant field (e.g., management, program management, operations, process management, data analytics) AND 8+ years experience in business planning, operations management, strategy, portfolio- or product management, data analytics or business-related roles OR equivalent experience
  • 2+ years of experience with customer support.
  • Master's Degree in relevant field (e.g., management, program management, operations, process management, data analytics) AND 12+ years experience in business planning, operations management, strategy, portfolio- or product management, data analytics or business-related roles OR equivalent experience
  • OR Bachelor's Degree in relevant field (e.g., management, program management, operations, process management, data analytics) AND 15+ years experience in business planning, operations management, strategy, portfolio- or product management, data analytics or business-related roles OR equivalent experience
  • Ability to analyze complex challenges, break them into clear components, and develop structured roadmaps.
  • Experience translating business needs into clear priorities, defining strategic opportunities, and mapping dependencies.
  • Ability to align investments, priorities, and interdependencies across cross-functional teams.
  • Experience guiding investment decisions, structuring initiatives, and supporting leadership in prioritization efforts.
  • Ability to turn broad strategic direction into structured, actionable plans that multiple teams can align to.
  • Proficient understanding of capability development and how organizations evolve over time.
  • Data-savvy with the ability to leverage quantitative and qualitative insights to inform decision-making.
  • Comfortable working in ambiguous environments and driving for clarity where structure needs to be built from evolving inputs.

Company Overview

  • Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. It was founded in 1975, and is headquartered in Redmond, Washington, USA, with a workforce of 10001+ employees. Its website is https://www.microsoft.com.

    • Company H1B Sponsorship

  • Microsoft has a track record of offering H1B sponsorships, with 7425 in 2025, 9343 in 2024, 7677 in 2023, 11403 in 2022, 7210 in 2021, 7852 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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