Business Process & Continuous Improvement Lead – Digital Direct Sales (eCommerce)

Join Microsoft’s Digital Direct Sales (DDS) organization and shape the future of operational excellence for Microsoft.com’s eCommerce business. As the Business Process & Continuous Improvement (CI) Lead, you will be at the forefront of transforming end-to-end operations—driving scale, efficiency, and customer satisfaction. In this role, you’ll uncover opportunities to streamline complex, cross-functional workflows, improve customer experience, and deliver measurable business impact. 

If you are passionate about eCommerce, digital operations, and continuous improvement, and have the vision, influence, and expertise to reimagine processes that serve millions of customers worldwide, this is the role for you. 

This is a high-visibility, career-defining role that combines strategic influence with hands-on delivery. The CI Lead is responsible for identifying, analyzing, and delivering sustainable process improvements that enhance customer experience and business performance on Microsoft.com. Leveraging Lean, Six Sigma, Kaizen, workflow automation, and AI-driven solutions, this role will partner with senior stakeholders across DDS and adjacent teams to deliver measurable business outcomes. 

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. 

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Required/Minimum Qualifications 

• Bachelor's Degree in Business, Marketing, Communications, Finance, Engineering, or related field AND 5+ years of marketing operations, program management, project management, or related experience  

• OR equivalent experience. 

• 5+ years experience in eCommerce or digital commerce end to end process transformation including inventory, supply chain or post-purchase workflows. 

• 5+ years experience in CI methodologies (Lean, Six Sigma, Kaizen, BPM) and change management. 
• 3+ years experience of leading cross-functional teams to deliver measurable improvements in customer experience, operational efficiency, and business KPIs.

Additional/Preferred Qualifications 

• Master's Degree in Business, Marketing, Communications, Finance, Engineering, or related field AND 5+ years of marketing operations, program management, project management, or related experience  

• OR Bachelor's Degree in Business, Marketing, Communications, Finance, Engineering, or related field AND 8+ years of marketing operations, program management, project management, or related experience  

• OR equivalent experience. 

• 3+ years technology/process improvement experience. 
• 1+ years experience applying AI and workflow automation to optimize operations.  
• Certifications: Lean Six Sigma Black Belt, Business Process Management Professional, Prosci Change Management.  

Product Marketing IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 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 $137,600 - $222,600 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

Microsoft will accept applications for the role until September 22, 2025.

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 request via 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.

• Lead the End-to-End Process Improvement initiative, focusing on (but not limited to) inventory management optimization, supply chain agility and resilience, post-purchase experience enhancements, business sales operations, and automation-driven efficiency gains.  

• Analyze and assess cross-functional workflows within and adjacent to DDS to identify inefficiencies, bottlenecks, and customer pain points; define improvement goals using relevant benchmarks and implement solutions to achieve measurable outcomes.  

• Design and deploy scalable, automated workflows in partnership with Supply Chain, Category Management, Operations, Engineering, and Marketing, integrating AI, predictive analytics, exception management, and intelligent orchestration.  

• Provide a clear end-to-end view of expected business outcomes, manage stakeholder engagement rhythms, and address pain points to drive adoption and sustainment of improvements.  

• Build and deploy Microsoft’s CI toolkit — applying Lean, Six Sigma, Kaizen, workflow automation, and AI — to unlock measurable improvements in cost, speed, and customer experience.  

• Facilitate improvement events and Kaizen workshops that produce sustainable business outcomes.  

• Lead change management using your advanced understanding of the business and continuous improvement. Lead v-teams in end-to-end implementation of improvement for complex processes that span multiple business functions and lead documentation maintenance for flow, controls, underlying systems, and requirements needed.  

• Monitor KPIs, establish feedback loops, and use performance data to identify new opportunities, drive ongoing process optimization, and foster a culture of continuous improvement.  

• Quantify and communicate impact, including cost savings, revenue recapture, customer satisfaction gains, and reduced operational friction.  

• Embody our culture and values.