Headquarters: San Francisco, California, United States

URL: https://microsoft.com

Overview
Candidate-facing role description 

With more than 45,000 employees and partners worldwide, the Customer and Commercial Success (CCS) 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. CCS is responsible for end-to-end services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CCS and help us accelerate AI transformation for our customers and the world. 

The Service Portfolio and Delivery organization, part of CCS, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovative solutions that accelerate business value, drive operational excellence, and nurture long-term loyalty. One of the key mechanisms through which Microsoft activates the incredible talent of its technical teams for customer success is Microsoft Unified. Unified enables a proactive approach with customers that accelerates value creation and sustains growth for the Microsoft Cloud. It serves as a growth engine for the company by getting hands-on with customers to understand their priorities and help drive adoption and optimization at speed. 

The Unified Foundational Offers team creates and brings to market commercial offerings that provide expert guidance and problem resolution, ensuring customers get value and success from their Microsoft technologies. 

Role overview 

Lead the portfolio operating layer for Foundational Offers across enterprise and mission-critical services. This is a senior services and support business leadership role, bringing horizontal accountability to a portfolio that spans embedded AI guidance through premium engineering partnership. You will connect portfolio economics, pricing, delivery capacity, engineering priorities and investment returns so that leaders can make coherent decisions across the full support and services ladder. 

Working as a peer to offer program leaders, you will establish shared operating models and turn competing business needs into defensible portfolio choices. Success is measured by decisions changed: pricing revised to protect differentiated customer value, engineering priorities sharpened and capacity assumptions corrected before funding. You will enable stronger revenue and margin quality, retention, value realization and upgrade movement through influence and business judgment, rather than acting as a sole quota owner or a coordination-only program manager. 

Responsibilities

• Establish a common portfolio taxonomy and revenue-attribution framework so offer leaders, Finance and delivery teams work from a single view of offers, customer value, delivery models and economics. 

• Own the integrated demand and capacity model across support, customer success and engineering. Test how AI deflection and autonomous resolution change human demand, cost-to-serve and premium-service capacity, using delivery-owner inputs rather than replacing their accountability. 

• Shape coherent pricing architecture across percentage-of-product-value, consumption and bespoke or multi-year motions. Challenge structures that undercut premium tiers, preserve increasing value across the service ladder and ensure delivery economics support sustainable margin. 

• Arbitrate competing engineering and commerce-platform asks into one ranked portfolio priority list. Bring evidence-based trade-offs to cross-functional leaders and connect investment choices to customer outcomes, delivery feasibility and expected returns. 

• Define a common portfolio scorecard spanning cost-to-serve, margin, renewals, attach and upgrade movement, and campaign influence. Align definitions for AI deflection, autonomous resolution and time-to-guidance where relevant; use the scorecard to improve decisions, not simply report activity. 

• Set the portfolio governance model, decision standards and accountability expectations. Partner with offer program leaders and operational coordination support to embed the models in business rhythms, resolve cross-portfolio tensions and communicate defensible consolidated positions. 

Qualifications
Required qualifications 

• Bachelor’s Degree in Business, Operations, Finance, or a related field AND 10+ years of experience in product management, program management, process management, or process improvement —
• OR equivalent experience. 

Preferred qualifications

• Master’s Degree in Business, Operations, Finance, or a related field.

• Demonstrated leadership of a services or support business, with accountability for a P&L or portfolio scorecard and evidence of improving business decisions and outcomes.

• Fluency in portfolio economics, cost-to-serve, demand and capacity modeling, and investment-return analysis; ability to turn uncertain assumptions into actionable operating choices.

• Strong commercial judgment in pricing and service-tier differentiation, including the ability to challenge proposals that weaken customer value progression or delivery economics.

• Credibility with Finance, support delivery and product engineering leaders; demonstrated ability to influence senior peers, arbitrate competing priorities and drive adoption without relying on direct authority.

• Ability to establish common definitions, decision rights and operating models across a complex portfolio, and explain trade-offs clearly to executive and cross-functional audiences.

• Experience integrating enterprise support, customer success and premium mission-critical services into a coherent portfolio o