FastTrack Process Program Manager

Overview

If you are energized by simplifying complex operations, improving customer and seller experiences, and data to transform how work gets done, this FastTrack Process Program Manager role offers the opportunity to shape how MCA-E Acceleration operates. AI, Automation and Continuous Improvement are the foundations for success in this role to scale. FastTrack supports complex EA-to-MCA-E customer transitions by connecting sellers, customers, and operational stakeholders across the engagement lifecycle. The team helps create clarity across intake, assessment, enablement, migration, and post-transition follow-through, while partnering broadly to remove blockers and improve the end-to-end experience. In this role, you will own and optimize critical FastTrack processes from design through execution. You will translate business priorities and customer signals into compliant, measurable, and scalable operating mechanisms; identify and resolve risks, issues, and dependencies; and lead continuous improvement and change management across the program. You will work across FastTrack, Customer Operations Managers, Operations Deal Managers, Business Planning, MCAPS Help, DCOE, Engineering, field sellers, and other MBO Operations teams to establish clear handoffs, strengthen execution, and enable MCA-E at scale. You will combine strong process discipline with business program management, data analysis, stakeholder leadership, and AI-enabled innovation. Success requires the ability to create clarity in ambiguity, influence across organizational boundaries, and convert operational insights into durable improvements rather than one-off workarounds.

Responsibilities

Process Management

• Own end-to-end process performance: Accountable for compliant and effective FastTrack processes, controls, service boundaries, handoffs, escalation paths, and governance. Document current and future-state process flows, systems, business requirements, roles, and ownership.
• Apply continuous-improvement methods: Use Lean methodology, AI, automation, and structured problem-solving approaches to eliminate friction, reduce manual work, and simplify execution.
• Manage risk and dependencies: Anticipate, document, and drive mitigation of process risks, operational gaps, and cross-team dependencies. Ensure actions are tracked through completion and escalated when required.
• Improve process performance: Monitor KPIs and operating measures, perform analysis and benchmarking, and identify opportunities to improve quality, timeliness, efficiency, compliance, customer and seller experience, and cost.
• Tool optimization : Identify, design and support the implementation of optimized tooling to meet the operational needs of the business.

Business Program Planning and Design

• Assess the program landscape: Conduct research and analysis across pipeline, customer and seller feedback, process performance, business trends, and operational demand to define program scope, priorities, and opportunities.
• Design scalable solutions: Identify root causes, define the program strategy, gather and document requirements, assess resource and capability needs, and create project plans, milestones, targets, and a cross-functional plan of record.
• Create clarity in complexity: Simplify complex process and program issues, define decision points and accountabilities, and align stakeholders on practical solutions that can scale across teams and geographies.
• Define success measures: Establish and track success criteria, OKRs, KPIs, and operational measures across quality, adoption, usage, impact, effectiveness, and transition outcomes.
• Develop program collateral: Produce proposals, process documentation, requirements, strategy materials, operating guidance, and internal stakeholder content that incorporates partner needs and supports informed decisions.

Business Program Management

• Lead a portfolio of initiatives: Manage project plans, timelines, milestones, performance measures, financial or resource considerations, risks, and dependencies for complex FastTrack process programs.
• Drive stakeholder accountability: Communicate status, decisions, risks, and required actions to the appropriate stakeholders. Maintain clear ownership and ensure teams follow agreed schedules, processes, controls, and mitigation plans.
• Partner across boundaries: Build effective working relationships across FastTrack, field, MBO Operations, Business Planning, Finance, Engineering, and specialist teams to align priorities and deliver shared outcomes.

Business Program Excellence and Execution

• Lead change landing: Define and execute change-management and adoption plans, including stakeholder mapping, communications, documentation, and feedback mechanisms. Partner across FT & Operations team on readiness and training requirements for landing change
• Enable execution teams: Act as a process subject-matter expert for complex customer and seller scenarios, helping teams interpret requirements, resolve process gaps, and apply consistent guidance.
• Scale through AI and self-service: Design workflows for AI enabled solutions by our Automation and Reporting team, and self-service experiences that improve case quality, reduce manual effort, and allow teams to focus on complex customer outcomes.
• Protect trust, security, and compliance: Embed privacy, least-privilege access, responsible AI, security, and compliance requirements into process design and execution. Identify risks early and drive mitigation and remediation to completion.

Other

• Embody Microsoft culture and values, including respect, integrity, accountability, inclusion, ad a growth mindset.

Qualifications

Required / Minimum Qualifications

• Master's Degree in Engineering, Business, or related field AND 2+ years process management, process execution, process optimization, or related experience OR Bachelor's Degree in Engineering, Business, or related field AND 4+ years process management, process execution, process optimization, or related experience OR equivalent experience.

Preferred Qualifications

• Experience with enterprise commerce, licensing, contracting, order management, billing, cloud adoption, customer transitions, or complex deal execution; knowledge of MCA-E and Enterprise Agreement transition scenarios is an advantage.
• Experience partnering with engineering or product teams through discovery, requirement definition, design, testing, launch, and post-launch improvement.
• Experience leading operational readiness, change landing, training, communications, or enablement for large-scale platform or process launches.
• Ability to assess end-to-end customer and seller experiences and identify where platform, process, policy, guidance, or operating-model changes are required.
• Strong executive communication and storytelling skills, with the ability to turn complex technical and operational topics into clear decisions and actions.
• Demonstrated ability to build trust, align stakeholders, and influence across organizational boundaries without direct authority.
• Confidence operating through ambiguity and change, with strong judgment, structured problem-solving, and a bias for simplification and action.
• Experience leading complex cross-functional programs involving engineering, operations, commercial, readiness, sales, or customer-facing teams.
• Experience developing, reviewing, or governing business requirements and translating customer, seller, or operational scenarios into clear outcomes and acceptance criteria.
• Experience managing program plans, milestones, risks, dependencies, decisions, stakeholder communications, and launch governance.
• Experience influencing product or engineering direction through structured scenarios, requirements, evidence, and executive communication.
• English language proficiency, verbal and written.

Process Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 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 $125,000 - $206,400 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

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.