Program Manager, AI Transformation & Continuous Improvement, Vendor Operations

Overview

At Global Vendor Delivery & Solutions (GVDS), we are transforming how Microsoft delivers business operations at scale. As part of MBO (Microsoft Business Operations), GVDS combines operational excellence, AI-powered innovation, and strategic partnerships to create secure, scalable, and high-performing services across a global vendor ecosystem. As Microsoft evolves toward a Frontier Firm model, AI, automation, and agentic systems are reshaping how work gets done. GVDS plays a critical role in enabling that transformation by helping operations become more intelligent, adaptive, and outcome-focused. We are looking for leaders who can challenge legacy approaches, accelerate adoption of AI-first ways of working, and build sustainable systems that continuously improve customer and business outcomes.

Role Summary

The AI Transformation & Continuous Improvement Lead is responsible for embedding a culture of continuous improvement across Vendor Operations while accelerating the adoption of AI-enabled operating models. This role serves as a strategic bridge between operations, engineering, service design, and vendor partners to identify opportunities for transformation, eliminate inefficiencies, and drive measurable business outcomes. Success in this role requires equal parts transformational leadership, operational excellence, and change management. The ideal candidate will build scalable improvement systems, champion AI-driven innovation, and advance Vendor Operations toward a Frontier Firm model that delivers greater quality, productivity, customer satisfaction, and business value. This is not a traditional Continuous Improvement role focused solely on Lean methodologies. It is a transformation leadership role responsible for helping redefine how operations are designed, executed, measured, and continuously optimized in an AI-first world.

Responsibilities

• Own the strategy, roadmap, prioritization, business cases, implementation governance, adoption, benefits realization, and continuous improvement of a portfolio of artificial intelligence-driven operational capabilities.
• Maintain accountability beyond deployment to ensure capabilities continue to evolve and deliver measurable business outcomes.
• Lead the adoption of AI-first and agentic operating models across Vendor Operations.
• Identify opportunities to automate manual processes and improve decision-making through AI-enabled workflows.
• Partner with engineering, service design, and operations teams to scale AI and automation capabilities.
• Drive operational readiness for Microsoft's Frontier Firm vision.
• Establish and scale continuous improvement practices across Vendor Operations using Plan-Do-Check-Act (PDCA), Lean, or other structured problem-solving methodologies.
• Build repeatable improvement frameworks that create sustainable operational gains.
• Facilitate cross-functional improvement initiatives that drive measurable business impact.
• Ensure improvements are standardized and institutionalized through governance and operational rhythms.
• Define and track metrics that reflect customer value, operational efficiency, quality, productivity, and adoption of AI-enabled capabilities.
• Develop performance insights that enable leaders to prioritize investments and improvement opportunities.
• Create visibility into operational health and transformation progress through data-driven reporting.
• Lead adoption strategies for new capabilities, operating models, tools, and ways of working, using stakeholder feedback and performance data to guide ongoing capability improvements.
• Partner with stakeholders to remove barriers and accelerate behavioral change.
• Ensure improvements transition from pilots to sustainable business practices.
• Build organizational capability for continuous learning and improvement.
• Serve as a trusted advisor to Vendor Operations leaders on transformation priorities and continuous improvement strategy.
• Align stakeholders across Vendor Operations, Engineering, Service Design, and broader MBO initiatives.
• Foster knowledge sharing and reuse of best practices across the vendor ecosystem.
• Drive organizational alignment around operational excellence and business outcomes.

Required Qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience.

Preferred Qualifications

• 6+ years of experience leading operational transformation, continuous improvement, or business process optimization initiatives in complex global organizations.
• Demonstrated success driving measurable improvements in quality, productivity, customer experience, or operational efficiency.
• Strong data-driven decision-making skills with experience defining and managing operational performance metrics.
• Proven ability to influence organizational boundaries and lead without direct authority.
• Strong executive communication, stakeholder management, and leadership skills.
• Experience owning a portfolio of operational capabilities or features, including strategy, roadmap planning, prioritization, business case development, implementation governance, adoption, and benefits realization.
• Experience deploying AI, automation, or agentic solutions within operational environments.
• Experience implementing structured improvement methodologies such as Lean, PDCA, Kaizen, or related frameworks.
• Knowledge of vendor operations, outsourcing models, or large-scale service delivery organizations.
• Experience partnering with engineering, product, or service design teams on transformation initiatives.
• Familiarity with Responsible AI principles and AI governance considerations.
• Certification or experience in Lean Six Sigma or comparable continuous improvement disciplines.

Success Measures

• Adoption and scalability of continuous improvement practices across Vendor Operations.
• Increased AI-enabled automation and reduction of manual effort.
• Improvements in customer satisfaction, quality, productivity, and operational efficiency.
• Demonstrated business impact from transformation initiatives.
• Increased organizational capability and adoption of AI-first ways of working.
• Establishment of sustainable operational excellence and governance practices.
• Contribution toward the evolution of Vendor Operations into a Frontier Firm operating model.

Pay

Business Program 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.