Customer Service & Support AI Planning Lead

Microsoft Customer and Partner Solutions (MCAPS) Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.    Within MCAPS Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses and partners resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.  Strategy & Operations (S&O) serves as a cross-business unit within CSS, enabling strategic planning, governance, business performance, operational execution, and transformation across the organization. By aligning priorities, investments, AI and technology initiatives, and execution, we help CSS achieve its business objectives and deliver greater customer impact.  The  Customer Service & Support (CSS) AI Planning Lead  is part of the CSS S&O Planning team and leads a cross-organizational planning motion that integrates AI priorities, investments, capacity impacts, and business outcomes into the CSS Plan of Record.  This role is responsible for driving the planning, governance, and execution framework that enables CSS to advance its AI transformation ambitions while delivering against financial Tech Efficiency commitments. The role will partner across CSS Support Business Units (SBUs), Workforce Management & Planning (WMP), Finance, MCAPS Core, CSS Insights, and senior stakeholders to ensure AI investments are prioritized, measurable, and translated into capacity, productivity, and financial outcomes.  The successful candidate will create clarity from complexity by establishing and maintaining a centralized AI planning ecosystem that connects AI opportunities, investment decisions, workforce impacts, business outcomes, and executive governance. They will provide leadership with a trusted view of AI progress, attainment to plan, emerging risks, dependencies, and investment performance while driving alignment across a highly matrixed organization.  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.

Enterprise AI Planning Leadership   Lead the evolution of the CSS AI Planning operating model and partner with the S&O Strategy + Design team to define and maintain the AI governance framework, including decision rights and escalation paths.   Establish and maintain the centralized CSS AI Plan of Record across all CSS SBUs, including priorities, investments, assumptions, dependencies, expected outcomes, capacity impacts, and financial impacts.   Define planning standards and business rules, and drive alignment on impact metrics, reporting, and resources to ensure consistent application across CSS organizations.   Ensure AI opportunities, investments, and expected outcomes are accurately represented within planning systems and executive reviews.   Drive annual, quarterly, and monthly AI planning motions aligned to CSS strategic priorities.