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About the Role

Lead the portfolio operating layer for Foundational Offers across enterprise and mission-critical services. This is a senior services and support business leadership role, bringing horizontal accountability to a portfolio that spans embedded AI guidance through premium engineering partnership. You will connect portfolio economics, pricing, delivery capacity, engineering priorities and investment returns so that leaders can make coherent decisions across the full support and services ladder.

Responsibilities

Establish a common portfolio taxonomy and revenue-attribution framework so offer leaders, Finance and delivery teams work from a single view of offers, customer value, delivery models and economics.
Own the integrated demand and capacity model across support, customer success and engineering.
Test how AI deflection and autonomous resolution change human demand, cost-to-serve and premium-service capacity, using delivery-owner inputs rather than replacing their accountability.
Shape coherent pricing architecture across percentage-of-product-value, consumption and bespoke or multi-year motions.
Challenge structures that undercut premium tiers, preserve increasing value across the service ladder and ensure delivery economics support sustainable margin.
Arbitrate competing engineering and commerce-platform asks into one ranked portfolio priority list.
Bring evidence-based trade-offs to cross-functional leaders and connect investment choices to customer outcomes, delivery feasibility and expected returns.
Define a common portfolio scorecard spanning cost-to-serve, margin, renewals, attach and upgrade movement, and campaign influence.
Align definitions for AI deflection, autonomous resolution and time-to-guidance where relevant; use the scorecard to improve decisions, not simply report activity.
Set the portfolio governance model, decision standards and accountability expectations.
Partner with offer program leaders and operational coordination support to embed the models in business rhythms, resolve cross-portfolio tensions and communicate defensible consolidated positions.

Requirements

Bachelor’s Degree in Business, Operations, Finance, or a related field AND 10+ years of experience in product management, program management, process management, or process improvement — OR equivalent experience.
Master’s Degree in Business, Operations, Finance, or a related field.
Demonstrated leadership of a services or support business, with accountability for a P&L or portfolio scorecard and evidence of improving business decisions and outcomes.
Fluency in portfolio economics, cost-to-serve, demand and capacity modeling, and investment-return analysis; ability to turn uncertain assumptions into actionable operating choices.
Strong commercial judgment in pricing and service-tier differentiation, including the ability to challenge proposals that weaken customer value progression or delivery economics.
Credibility with Finance, support delivery and product engineering leaders; demonstrated ability to influence senior peers, arbitrate competing priorities and drive adoption without relying on direct authority.
Ability to establish common definitions, decision rights and operating models across a complex portfolio, and explain trade-offs clearly to executive and cross-functional audiences.
Experience integrating enterprise support, customer success and premium mission-critical services into a coherent portfolio operating model.
Experience assessing how AI-enabled guidance, deflection or autonomous resolution affects service demand, capacity and customer outcomes.
Experience with consumption-based, value-linked and bespoke or multi-year service pricing, and with commerce or engineering transformation prioritization.
Experience building portfolio scorecards that connect retention, attach and upgrade behavior, delivery economics and investment decisions.

Skills

AI guidance
Premium engineering partnership
Portfolio economics
Pricing
Delivery capacity
Engineering priorities
Investment returns
Operating models
Portfolio taxonomy
Revenue-attribution framework
Demand and capacity model
AI deflection
Autonomous resolution
Cost-to-serve
Pricing architecture
Percentage-of-product-value
Consumption-based pricing
Multi-year motions
Portfolio priority list
Customer outcomes
Delivery feasibility
Expected returns
Portfolio scorecard
Margin
Renewals
Attach and upgrade movement
Campaign influence
Time-to-guidance
Portfolio governance
Decision standards
Accountability expectations
Business rhythms
Product management
Program management
Process management
Process improvement
P&L accountability
Portfolio scorecard
Cost-to-serve modeling
Demand modeling
Capacity modeling
Investment-return analysis
Commercial judgment
Service-tier differentiation
Customer value progression
Delivery economics
Finance leadership
Support delivery leadership
Product engineering leadership
Influence
Arbitration
Cross-functional leadership
Decision rights
Executive communication
Cross-functional communication
Enterprise support integration
Customer success integration
Mission-critical services integration
AI-enabled guidance
AI deflection
AI autonomous resolution
Service demand assessment
Capacity assessment
Customer outcome assessment
Value-linked pricing
Bespoke service pricing
Multi-year service pricing
Commerce transformation prioritization
Engineering transformation prioritization
Portfolio scorecard building
Retention behavior
Attach behavior
Upgrade behavior

Location

U.S.

Work Type

Full-time

Experience Level

10+ years of experience in product management, program management, process management, or process improvement
Demonstrated leadership of a services or support business

Education Level

Bachelor’s Degree in Business, Operations, Finance, or a related field
Master’s Degree in Business, Operations, Finance, or a related field

Salary/Compensations

USD $130,900 - $277,200 per year (U.S. typical base pay range)
USD $165,600 - $303,600 per year (San Francisco Bay area and New York City metropolitan area base pay range)

Benefits

Certain roles may be eligible for benefits and other compensation.

About the Company

With more than 45,000 employees and partners worldwide, the Customer and Commercial Success (CCS) 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.
CCS is responsible for end-end services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products.
Join CCS and help us accelerate AI transformation for our customers and the world.
The Service Portfolio and Delivery organization, part of CCS, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovative solutions that accelerate business value, drive operational excellence, and nurture long-term loyalty.
One of the key mechanisms through which Microsoft activates the incredible talent of its technical teams for customer success is Microsoft Unified.
Unified enables a proactive approach with customers that accelerates value creation and sustains growth for the Microsoft Cloud.
It serves as a growth engine for the company by getting hands-on with customers to understand their priorities and help drive adoption and optimization at speed.
The Unified Foundational Offers team creates and brings to market commercial offerings that provide expert guidance and problem resolution, ensuring customers get value and success from their Microsoft technologies.

Equal Opportunity

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.