Director of Business Programs

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. The Customer & Commercial Success (CCS) organization, an organization within MCAPS-Core, is the connected engine that turns Microsoft’s commercial strategy into execution at scale — making it simpler and faster for the field to win for every customer, in every segment, region, and role. The organization brings together planning, landing, execution excellence, services portfolio and delivery, and field activation across ATU, STU, and CSU to accelerate customer value, drive growth, and strengthen the end-to-end experience across every customer moment. Customer Service & Support is scaling an AI plan across the organization, and its value depends on the field adopting it and the market understanding it. This role owns the capability that makes that happen: turning technical AI and supportability work into credible, accessible stories, and governing how those stories reach frontline engineers, CSS leadership, cross- units, and external audiences. This is a cross-organizational, executive-facing function — the adoption and communications infrastructure for the CSS AI plan. The  Director of Business Programs  will architect the messaging, run a frontline AI-video and content program end to end, and own the operating model that governs how AI wins are released in coordination with CSS Comms and executive-communications partners. As the AI portfolio matures, the role increasingly carries confidential AI-strategy and organizational-messaging work, which is why it sits with a full-time employee accountable for the outcome. You will succeed here if you think in narratives and systems at the same time: generative and fast on the story, disciplined and repeatable on the process, and credible across organizational boundaries where message ownership is shared and contested. 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.

Key responsibilities Own the AI strategic messaging architecture for CSS/A&I - define how the AI portfolio is framed for distinct audiences (frontline engineers, CSS leadership, cross-units partners, external), and keep that framing consistent as the portfolio evolves. Run the frontline AI-video and content program end to end - select subjects, interview product and engineering SMEs, direct scripting and production, drive the stakeholder review and sign-off chain, and release across Viva Engage, CSS Comms, and A&I Comms pathways. Own the dissemination operating model and governance - maintain the cross-team protocol for how AI stories get published in partnership with (not in conflict with) CSS Comms and exec-comms ownership; keep releases running cleanly through that protocol. Translate technical work into adoption - connect messaging to named AI initiatives and pilots so communications measurably support field adoption, not just awareness. Lead across organizational boundaries - coordinate Full-time Employees (FTEs), senior stakeholders, product groups, and comms partners;