New

Customer Service & Support AI Planning Lead

Microsoft
$130,900.00 - $277,200.00 / yr
United States, Texas, Irving
7000 State Highway 161 (Show on map)
Jul 29, 2026
Overview 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 businessobjectivesand deliver greater customer impact. TheCustomer Service & Support (CSS) AI Planning Leadis 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 roleis responsible fordriving the planning, governance, and execution framework that enables CSS to advance its AI transformation ambitions whiledelivering againstfinancial 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 byestablishingand 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. Asemployees,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. Responsibilities 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 andmaintainthe AI governance framework, including decision rights and escalation paths. Establish andmaintainthe 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 toCSSstrategic priorities. Financial & Capacity Planning Integration Partner with Finance and WMP leaders to translate AI investments into measurable financial and capacity impacts. Ensure AI-driven Tech Efficiency opportunities are incorporated into the WMP capacity planning process and reflected in planning assumptions. Create end-to-end visibility from AI investment through operational and financial benefit realization. Develop and improve planning methodologies, assumptions, and controls to increase AI forecast accuracy, strengthen attainment tracking, and enabletimelycourse correction when performance differs from plan. Cross-SBU Alignment & Portfolio Governance Lead planning engagement across CSS business units to understand AI priorities, dependencies, risks, and investment needs. Lead a transparent prioritization process that assesses AI opportunities by impact, investment, capacity, dependencies, readiness, and risk, and recommends tradeoffs and sequencing to senior stakeholders. Establish governance processes tomonitorAI initiative health, readiness, dependencies, and delivery progressin partnership with the S&O Strategy + Design team. Facilitate resolution of planning conflicts and competing priorities across organizations. Executive Business Reviews & Communications Develop executive narratives, scorecards, dashboards, and business reviews for CSS leadership. Tell the CSS AI story through the plans in place today while planning for the trends and needs of tomorrow. Translate complex planning, financial, and technical information into clear executive insights and recommendations. Ensure leaders have visibilityintoprogress against commitments, investment performance, and business impact. AI Performance Measurement & Insights Partner with CSS Insights and measurement teams to define standardized AI successand impactmetrics. Establish reporting frameworks that connect AI investments to business outcomes, productivity improvements, and financial benefits. Drive consistency in AI measurement methodologies across CSS. Identifytrends, gaps, and opportunities through analysis, translating findings into recommendations and action plans for business and executive stakeholders. Partner with S&O and partner teams toidentifyand drive technical enables to scale AI capabilities. Risk Management & Escalation Proactivelyidentifyrisks, blockers, dependencies, and execution gaps that mayimpactAI commitments. Lead mitigation planning and resolution efforts across stakeholder groups. Escalate systemic issues to leadership with clear recommendations and tradeoff analysis. Ensure risks are visible, actionable, and incorporated into executive governance processes. Other Embody ourcultureandvalues. Qualifications Required Qualifications Bachelor's Degree in Business, Finance, Operations, Engineering, Data Science, or related field AND 8+ years of experience in Business Program Management, Operations, Planning, Finance, Workforce Planning, or equivalent experience. Preferred Qualifications Master's Degree in Business, Finance, Operations, Engineering, Data Science, or related field AND 10+ years of experience in Business Program Management, Operations, Planning, Finance, Workforce Planning, or equivalent experience, including experience leading complex cross-functional programs, developing executive recommendations, and influencing senior stakeholders in a matrixed environment. ORBachelor's Degree in Business, Finance, Operations, Engineering, Data Science, or related field AND 12+ years of experience in Business Program Management, Operations, Planning, Finance, Workforce Planning, or equivalent experience, including experience leading complex cross-functional programs, developing executive recommendations, and influencing senior stakeholders in a matrixed environment. Experience driving large-scale cross-functional programs across highly matrixedsupportorganizations. Experience partnering with Finance and planning organizations on investment, forecasting, budgeting, or capacity planning processesfor support. Experience with AI transformation, AI operations, AI governance, or AI investment planning. Expertisein executive storytelling and business review development. Knowledge ofsupport impact metrics andplanning& insights tools such asAnaplan, Power BI, and enterprise portfolio management systems. Business Program Management IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 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 - $303,600 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.