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.

The Global Customer Success (GCS) organization, an organization within CE&S, 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. Within GCS, the Delivery Partner Strategy & Management team, we are focused on enabling and empowering our Delivery Partner ecosystem to deliver a consistent and differentiated customer experience, aligned with CE&S vision, cultivating a foundation of Trust & Partnership.

We are seeking a Contracts & Operations Business Manager to serve as the operational anchor for our Delivery Partner Strategy & Management team. This role is responsible for the strict governance, timely execution, and administrative oversight of our outsourced partner contracts.

You will be the primary custodian of the contract lifecycle, ensuring that Statements of Work (SOWs), Amendments, and Change Requests are executed with precision and speed. We are looking for a professional who thrives on bringing order to complex documentation, ensuring zero friction in the approval process, and maintaining absolute accuracy in our commercial records.

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

Contract Administration & Workflow Management
• Own the execution of a high volume of supplier contracts, ensuring all documents are drafted, reviewed, and signed with minimal turnaround time.
• Streamline the approval process: Actively manage the flow of documents between Legal, Procurement, and Business teams to prevent administrative bottlenecks.
• Maintain a pristine digital repository of contract obligations, ensuring information is structured, retrievable, and auditable at a moment’s notice.
Commercial Governance & Oversight
• Monitor commercial adherence: track actual spend against contracted amounts to ensure financial discipline and prevent budget overruns.
• Consolidate data from multiple contract sources to provide leadership with accurate, single-view updates on partner status and renewal timelines.
• Identify and resolve discrepancies in billing or scope definitions before they escalate into disputes.
Stakeholder Coordination
• Translate complex legal and commercial terms into clear, simple summaries for non-technical business stakeholders.
• Coordinate cross-functional inputs required for contract renewals, ensuring all business requirements are captured accurately in the final documentation.
• Take full ownership of the "administrative engine," allowing business leaders to focus on strategy while you ensure the paperwork never slows down operations.
SUCCESS CRITERIA
• Turnaround Speed: consistently meets or beats SLAs for contract execution.
• Data Integrity: contract databases and financial trackers are 100% accurate and up-to-date.
• Risk Mitigation: identifies commercial variances or compliance gaps early in the lifecycle.
• Stakeholder Trust: viewed by the business as the "go-to" person who resolves administrative blockers efficiently.
• Workflow Consistency: brings a disciplined, structured approach to managing undefined or messy requests.

Qualifications

Required/minimum qualifications
Bachelor's Degree or Master's Degree in Business, Operations, Finance, or related field with an overall experience of 12+ years with 7+ years of relevant experience in program management, process management, or process improvement and OR Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR equivalent experience

• 12+ years of experience in contract administration, commercial operations, or vendor governance.
• Experience managing high-volume transactions in a fast-paced corporate environment.
• Demonstrated ability to reduce administrative cycle times in previous roles.
• Strong background in BPO/Outsourcing commercial models.
• Track record of working independently with minimal supervision to deliver error-free work.

• Operational Rigor: High attention to detail with the ability to manage hundreds of moving parts without losing track of the big picture.
• Information Synthesis: Data Analysis - excellence in condensing large amounts of legal/commercial text into clear, structured summaries.
• Digital Fluency: Process Automation - highly proficient in leveraging modern productivity suites to organize data, track workflows, and manage documentation efficiently.
• Financial Literacy: - Financial Planning & Analysis - ability to read, interpret, and structure commercial data (rates, volumes, variance).
• Proactive Communication: anticipates questions and provides answers before they are asked; comfortable chasing down answers in a matrixed environment.
• Structure in Chaos: proven ability to take ambiguous requests and convert them into executed contracts.

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.

Business Program Manager