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 innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty. The Director, Business Program Management - Usage Insights role within the Cross Solution Area (XSA) team will improve operational excellence grounded on data, and insights to create actions to drive the Usage business across AI Business Solutions & Security. This role will drive insights across Usage Excellence execution metrics, driving consistent reporting and data visualization for the SLT. The role will partner to manage centralized reporting and fulfilling ad-hoc analysis across other signals driven by Finance and GCS Solution Areas. This role will be expected to develop a robust knowledge of the Usage pipeline execution processes across **Microsoft Customer and Partner Solutions (** MCAPS) at Microsoft and work in close collaboration with Consumption, Usage, Unified & Delivery Insights & Excellence teams. Additionally, this role is focused on driving deep and sustained adoption of key solutions across the organization. This individual will lead efforts to optimize product usage, improve engagement metrics (e.g., MAU, PAU), and deliver actionable insights that accelerate business value realization. The ideal candidate combines analytical rigor with program management expertise and a passion for user-centric innovation. In this role, you will work with cross-functional teams across MCAPS to ensure seamless integration and execution of Usage Excellence initiatives. Your analytical skills will be essential in generating business insights, and benchmarking performance to define operational and organizational strategies. Objectives of the work will be to improve operational excellence and rigor grounded on data, and insights to create actions to drive operational usage excellence across Solution Areas. You will help shape strategies, define business goals, and achieve intended accelerated outcomes across our Usage business. This role is flexible in that you can work up to 100% from home. 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** Key Responsibilities • Usage Strategy Development: Design and execute frameworks that define what “usage excellence” looks like across prioritized solutions and workloads. • Adoption Metrics & Insights:Monitor and analyze usage data (e.g., MAU, PAU, feature-level engagement) to identify trends, gaps, and opportunities for improvement. • Stakeholder Engagement:Partner with product teams, customer success, and field stakeholders to align on usage goals and drive targeted interventions. • Program Execution:Lead cross-functional initiatives to improve usage maturity, including campaigns, enablement, and feedback loops. • Frameworks & Toolkits: Develop and scale usage excellence playbooks, maturity models, and scorecards to guide teams toward measurable outcomes. • Reporting & Communication: Deliver compelling narratives and dashboards that communicate progress, impact, and next steps to executive audiences. The ideal candidate is comfortable interfacing with executive stakeholders. Success Metrics: • Increase in active usage (MAU/PAU) across targeted solutions • Improvement in workload-specific maturity scores • Acceleration of time-to-value for new deployments • Stakeholder satisfaction with usage insights and interventions **Other** + Embody our culture and values **Qualifications** Required/Minimum Qualifications + Bachelor's Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement + OR equivalent experience. Additional/Preferred Qualifications: + 5+ years of experience using data to drive business outcomes or inform business decisions while managing relationships with stakeholders. + Sound knowledge & understanding of financial & sales processes, scorecards & key performance indicators used across Microsoft. + Advanced Excel, PowerBI & PowerPoint skills; aptitude for working with tools, systems, and large volumes of complex data. + Experience designing and improving reporting processes & data models, especially for new businesses and evolving scenarios. + Demonstrated ability to manage multiple priorities successfully and effectively in a fast-paced, matrixed environment.  + Familiarity with Customer Success or Commercial business areas, including sales, consumption & usage driving performance with solutioning and delivery. + Strategic thinker with a bias for action + Passion for data-driven decision-making + Comfortable navigating ambiguity and driving clarity + Experience with frameworks like solution plays, maturity models, or adoption scorecards Business Program Management IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $303,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft will accept applications for the role until August 4, 2025. Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .