Strategic Orchestration Lead

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, 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, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

CSS is navigating a significant transformation focused on a creating a simple, consistent and connected support experience using AI. New strategies, delivery models, and opportunities emerge regularly, each requiring leadership to align on clear decisions across the business, the organization to act on those decisions coherently, and teams to adapt while staying aligned with strategic intent. We are looking for a Strategic Orchestration Lead to own the governance and coordination between strategic decisions and operational reality. This role ensures that when CSS pursues a new strategy or opportunity, the specific decisions leadership needs to make are clear, well-framed, and facilitated to commitment. It ensures that once decisions are made, those who must operationalize them understand what was decided, why, and what the important nuances are. And it ensures that as implementation unfolds, alignment is monitored, deviations are surfaced intentionally, and leadership has visibility into where the organization is tracking and where it is not.

This role sits within the Strategy + Design team and aligned with our Business Architecture Practice. Success requires someone who understands CSS as a system, recognizes how decisions cascade through operations, and can build trust across teams with competing priorities. You will serve as a partner to business units, helping them navigate what strategic direction means for their work while surfacing their constraints and unique requirements back to leadership.

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.

Facilitate Strategic Decision-Making
When CSS pursues a new strategy or opportunity, translate that direction into the specific decisions leadership needs to make. Frame options clearly, surface trade-offs, identify what must be true for each path, and facilitate leadership through the process of reaching committed decisions. Ensure decisions are documented with the rationale and context needed for others to act on them.

Enable Clear Interpretation and Operationalization
Once decisions are made, ensure that all who need to operationalize them are aware and have clarity on what was decided. Work across teams to communicate not just the decision itself, but the intent behind it, the important nuances, and the boundaries within which teams should operate. Identify potential risks, conflicts, or challenges in operationalization, and help teams understand how strategic direction interacts with the unique requirements of their business. Surface questions and clarifications back to leadership before misinterpretations become embedded in execution.

Monitor Alignment and Surface Deviations
Track how decisions translate into implementation over time. Monitor whether activities across the organization remain aligned with strategic direction, and highlight to leadership where parts of the business have drifted or where alignment has broken down. Exceptions and deviations from strategy are expected and sometimes necessary, but they should be made intentionally with full awareness of the trade-offs. This role ensures that when the organization deviates, it does so with eyes open, and that leadership has visibility into where alignment is strong and where it requires attention.

Build the Systems That Make This Work
Design and maintain the governance processes, decision forums, and communication channels that enable this cycle to function. Establish how decisions are framed, documented, and communicated. Define how alignment is measured and reported. Create mechanisms for business units to surface constraints, escalate conflicts, and request clarification. The goal is governance that creates clarity and accelerates action, not bureaucracy that slows things down.

Success of this role is to drive:
Decision-making processes are well-structured, with clarity on decision rights, appropriate forums, and mechanisms to resolve conflicts.
Leadership has clarity on how the organization aligns to strategy, with gaps and tensions surfaced proactively.
Strategic decisions translate into coordinated operational change with clear ownership and documented dependencies.
Business units experience governance as a source of clarity and guidance, with clear pathways to surface constraints and reach resolution.
Cross-functional coordination occurs with shared understanding of priorities and expectations.
Operational realities inform strategic direction, with appropriate mechanisms to surface when adaptation is needed.
The organization maintains strategic coherence as conditions evolve and new initiatives emerge.

Other:

• Embody our culture and values

Required/minimum qualifications

Additional or preferred qualifications

• Master's Degree in Business Administration or related field AND 8+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR Bachelor's Degree in Business, Finance, Economics, Liberal Arts, Computer Science, or related field AND 12+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR equivalent experience.
• 4+ years experience in Strategy, Management Consulting, and/or Finance.
• 5+ years of experience in customer support operations or large-scale service delivery organizations.
• Demonstrated experience facilitating executive-level decision-making in complex, matrixed organizations.
• Systems thinking with the ability to understand how decisions cascade through complex operations and affect teams far from where they originate.
• Experience designing governance approaches that fit the situation rather than imposing rigid frameworks.
  Ability to interpret operational data, recognize patterns of alignment or drift, and translate findings into actionable insight for leadership.
• Strong facilitation skills with the ability to surface tensions, hold competing perspectives, and guide groups toward resolution.
• Discipline in documentation, follow-through, and driving for accountability.
• Experience navigating decentralized organizations and building trust across teams with competing priorities.
• Strong written and verbal communication skills, capable of conveying complex decisions and their implications to diverse audiences.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a requestvia the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

#CES #CSS

Business Strategy IC5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 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 $165,600 - $272,300 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.