Redmond, United States Role overview
About this role
Microsoft's Marketing Services Center (MSC) helps Corporate and Field Marketing teams execute with greater speed, quality, consistency, and trust. We deliver marketing services globally across contact management, email, events, social, budget management, sales enablement, analytics, and other areas. The team is also transforming how marketing work gets done by simplifying processes, connecting platforms and data, and scaling automation and AI-enabled workflows. The Business Program Manager - Contact and Email Management owns the performance, evolution, and operational health of contact management and email services that support demand generation globally. This role connects business needs, service operations, marketing technology, data, suppliers, privacy, and compliance to improve service quality, responsiveness, and business impact. This is a high-ownership role for someone who brings operational rigor, practical problem solving, and strong cross-functional leadership. You will strengthen governance, anticipate risks and dependencies, and move high-value process, platform, automation, and AI-enabled changes from opportunity through scaled adoption. If you can turn complex service challenges into clear action and measurable improvement, we want to hear from you.
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.
Responsibilities- Own service performance. Lead the operational health and continuous improvement of contact management and email services, including lead upload, target list pull, contact and content workflows, email deployment, reporting, and related service operations.
- Improve end-to-end workflows. Diagnose friction across people, process, platforms, data, suppliers, and handoffs. Simplify workflows, reduce rework, and establish repeatable practices that improve speed, consistency, and first-time quality.
- Advance transformation, automation, and AI-enabled operations. Identify and prioritize opportunities across the workflow. Partner with product, engineering, MarTech, and operations teams to define requirements and success measures, test solutions, and scale proven capabilities responsibly.
- Ensure operational readiness and adoption. Assess how new tools, integrations, policies, and process changes affect service operations. Define readiness requirements, controls, training, adoption plans, and mitigations before launch.
- Strengthen platform, data, and compliance integrity. Partner with Privacy/CELA, MarTech, and delivery teams to ensure contact data, suppression logic, consent and governance controls, system handoffs, and email execution workflows are secure, scalable, compliant, and aligned with business requirements.
- Drive supplier and capacity excellence. Lead supplier governance and service reviews, align capacity and delivery models to demand, address performance gaps, and integrate findings into improvement plans and operating rhythms.
Required/minimum qualifications
- Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement
- OR equivalent experience.
- Master's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement
- OR 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.
- 5+ years in marketing program management, operational excellence, service delivery, marketing operations, technical operations, or a related field.
- Marketing operations knowledge: Experience with demand generation, contact or audience management, email deployment, data operations, marketing automation, or scaled service delivery.
- Data-driven management: Demonstrated ability to define outcomes, build performance reporting, analyze service trends, and use insights to improve quality, capacity, and delivery.
- Business and technical fluency: Ability to translate between business, operations, data, platform, privacy, and engineering teams and turn complex issues into practical decisions and actions.
- Communication and influence: Excellent written, verbal, and visual communication skills, with the ability to align stakeholders and influence without direct authority.
- Platforms and tools: Experience with Power BI, SQL, HTML, Microsoft 365 Copilot, Dynamics 365, Adobe, Marketo, ACS or comparable marketing automation and analytics platforms.
- Automation and AI. Experience applying automation with AI-assisted workflows.
- Governance and compliance: Experience embedding privacy, compliance, consent, data-quality, and operational controls into marketing workflows and platforms.
- Supplier and service management: Experience managing global suppliers, service delivery operations, service-level performance, capacity planning, and continuous improvement plans.
#EandEjobs
Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 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 $125,000 - $206,400 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.
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