Microsoft · 18 hours ago
Process Optimization Manager
United States, Multiple Locations, Multiple Locations
Full-time
Hybrid
Mid, Senior Level
$77K/yr - $152K/yr
2+ years expMicrosoft is a global leader in technology and innovation, and they are seeking a Process Optimization Manager to enhance their internal Customer Success and Support operations. This role focuses on leveraging AI-driven solutions to streamline processes, reduce manual effort, and improve overall operational efficiency while adhering to responsible AI standards.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
Identify and prioritize Customer Success & Support processes with the highest potential for improvement through AI‑driven and agentic automation, using data, operational insight, and business impact analysis
Design, build, and deploy Agentic AI solutions that optimize end‑to‑end workflows, embedding AI agents into operational processes to reduce manual effort, handoffs, cycle time, and operational friction
Engineer AI‑enabled process solutions, including agent orchestration, automation, evaluation, and exception handling, ensuring solutions are production‑ready and scalable
Partner cross‑functionally with Customer Success, Support Engineering, Data, Security, Privacy, and Governance teams to deliver AI solutions into production environments
Define success metrics and measure impact of AI‑driven process improvements, leveraging telemetry, performance data, and feedback loops to continuously optimize outcomes
Ensure Responsible AI implementation, including alignment with Microsoft AI, privacy, and security standards, with appropriate human‑in‑the‑loop controls, escalation paths, and governance
Communicate clearly and influence effectively across organizations, translating complex operational challenges and AI solutions into actionable insights and decisions
Develop reusable patterns, playbooks, and best practices to support BT&SP’s broader adoption of agent‑based process transformation
Qualification
Required
Bachelor's Degree in Engineering, Business, or related field AND 2+ years process management, process execution, process optimization, or related experience OR equivalent experience
Preferred
Master's Degree in Engineering, Business, or related field AND 3+ process management, process execution, process optimization, or related experience (e.g., data analytics) OR Bachelor's Degree in Engineering, Business, or related field AND 5+ years process management, process execution, process optimization, or related experience (e.g., data analytics) OR equivalent experience
Lean, Business Process Management Professional, Change Management (e.g., Prosci), Six Sigma, and/or Agile certifications
Hands on experience designing, building, and integrating AI agents into end to end business workflows, with strong understanding of agentic AI concepts including task planning, tool / function calling, grounding, memory, reasoning, and human in the loop controls
Proven ability to translate complex business and operational problems into scalable, durable technical solutions, partnering effectively with engineering, data, and business stakeholders
Excellent written and verbal communication skills, with the ability to influence across teams and organizations without direct authority
Proficiency with Microsoft AI platforms and developer tools, such as Azure AI Foundry, Azure OpenAI Service, Copilot Studio, or GitHub Copilot (including Coding Agents) to design, orchestrate, and operationalize agentic AI solutions in enterprise environments
Programming experience using Python, C# or TypeScript for automation, orchestration, analytics, and AI enabled workflow development
Experience working with operational data, logs, and telemetry to define success metrics, evaluate performance, and continuously improve AI enabled processes
Demonstrated experience driving change and leading complex transformation initiatives within large, global, and highly governed environments
Solid understanding of Responsible AI, security, privacy, and compliance requirements, including governance models and lifecycle management for enterprise AI solutions
Experience with Microsoft Fabric, Power Platform, or similar analytics and automation platforms to support telemetry, feedback loops, and AI optimization
Knowledge of Azure Cognitive Search and retrieval augmented generation (RAG) techniques for grounding agents in enterprise data
Lean Six Sigma Green Belt or Black Belt certification, or equivalent process improvement methodology experience
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
2026-01-16
Morningstar.com
2026-01-16
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