Director, Customer Success AI Change Management

Microsoft is a global leader in technology, focused on empowering customers to accelerate business value through innovative solutions. The Director, Customer Success AI Change Management role involves leading change initiatives and driving AI transformation within the organization, ensuring customer success through effective change strategies and impactful experiences.

Responsibilities:

• Serves as a change leader on integrated change and activation efforts, connecting the dots between business strategy and field impact
• Provides insights and advisory support to inform change plans developed by partner teams, ensuring alignment with business priorities and field realities
• Identifies opportunities to shape activation recommendations that complement and extend existing change programs
• Manages select initiatives as a virtual team lead, collaborating cross-functionally to advance shared goals by influencing and leading across the system
• Leads strategic internal activation of Microsoft solutions as a Customer Zero advocate, translating lived experiences into scalable best practices that influence product usage and customer adoption and feedback to improve human and agentic performance
• Surfaces learnings and gaps across internal experiences to shape future-state enablement strategies, ensuring as part of a team that field teams are equipped for customer-centric engagement
• Generates actionable insights from field, partner, and internal feedback, influencing strategic decision-making through storytelling and evidence-based recommendations
• Develops thought leadership artifacts (e.g., presentations, white papers) that demonstrate deep understanding of change dynamics within complex enterprise environments
• Operates with executive presence and influence, guiding senior stakeholders while aligning and respecting boundaries of partner team mandates

Requirements:

• Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR equivalent experience
• Master's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 15+ years experience in program management, process management, or process improvement OR equivalent experience
• Certification in or knowledge/experience of change management methodologies (Prosci, Kotter, etc.)
• Hands-on experience in driving adoption in complex matrix environments, involving multiple stakeholders, geographies, and functions
• Proficient in translating business needs and user feedback into clear and actionable strategies, plans, deliverables, and timelines
• Demonstrated experience in driving AI transformation within a technology and/or consulting environment
• Proficient in verbal and written communication skills at all levels, and ability to tailor the message and style to different audiences and channels while weaving a left to right story of benefit
• Proficient negotiation skills and ability to influence change at all levels of the organization, and overcome resistance and barriers
• Extensive experience with cross-group collaboration, working across diverse stakeholders to build partnerships, define benchmarks and execute initiatives