Senior Program Manager - Operation Framework Modernization

Our sellers are key to how customers and partners understand Microsoft’s products and strategies, but how do we align the conversations of thousands of sellers with each other and with the company’s strategy?  Making sure that the sellers are having the right conversations at the right time is key to the company’s success, and the Incentive Compensation team connects strategy to seller behavior in one of the most important ways: by determining how sellers get paid. The Worldwide Operations & Regional Delivery Team is a part of the Sales Design and Incentive (SDI) team.  The group’s mission is to enable Strategy, Motivate Sellers, and define Reward Results.  In pursuit of this mission, the team designs and implements variable incentive-based compensation plans for more than 40,000 sellers, sales leaders and consultants across Microsoft. We are experts in Incentive Compensation at Microsoft, responsible for aligning incentive plans and targets (quotas) to motivate seller behavior and drive the company's strategies. As the Sr. Program Manager - Operation Framework Modernization , you will lead the reinvention of how we support our seller community, evolving today's business desk and support model into a faster, smarter, and more scalable framework. Partnering with management and key stakeholders across SDI, the field, managed service leadership, and workstream leads, you will reimagine support operations from the ground up in a hands-on role that spans design, build, and operation. You will pinpoint where AI and automation, and process reengineering can create the greatest impact, whether by reusing existing models, customizing them, or introducing new capabilities, to remove friction and manual effort while establishing controls and compliance that keep us audit-ready. You will ensure we meet and exceed SLAs and KPIs, provide executive-level updates on progress and outcomes, and develop ongoing strategies to sustain optimal seller and customer satisfaction, all without disrupting on-time and accurate delivery. The successful candidate is an individual contributor who excels at influencing without authority, dealing with ambiguity, and operating at all levels. They pair analytical and project management skills with an innovation mindset, demonstrate a keen attention to detail and a dedication to customer focus, and have a passion for cultivating productive relationships and deploying change in a way that motivates users to adopt new solutions. Our team is diverse, inclusive, and mission driven; we encourage a growth mindset and prioritize innovation in our work.

Lead the modernization of the seller support framework end to end: assess current-state processes, reimagine the target operating model, and drive the transition while sustaining on-time, accurate, and compliant delivery. Identify where AI and automation can remove friction, reduce manual effort, and improve response times, then design and pilot solutions that reuse, customize, or extend existing models for seller support use cases. Partner with engineering, data, and managed service teams across the full development life cycle, from requirements analysis and design through testing and implementation, to build and operationalize new support capabilities and tooling. Reengineer business desk and support workflows, establishing streamlined processes, clear controls, and "audit-ready" documentation that keeps compliance intact as the framework changes. Ensure the modernized framework continues to meet and exceed SLAs and KPIs, and develop actionable metrics that measure improvements in speed, quality, cost, and seller satisfaction. Provide project management ownership of compensation administration, to ensure accurate, on-time, and compliant execution. Partner with managed service leadership on innovation, automation, and synergies, and provide the bridge between managed service and Microsoft to ensure timely delivery of intended