Overview
MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
The Customer & Commercial Success (CCS) organization, an organization within MCAPS-Core, is the connected engine that turns Microsoft’s commercial strategy into execution at scale — making it simpler and faster for the field to win for every customer, in every segment, region, and role. The organization brings together planning, landing, execution excellence, services portfolio and delivery, and field activation across ATU, STU, and CSU to accelerate customer value, drive growth, and strengthen the end-to-end experience across every customer moment.
This position is pivotal in shaping the next generation of learning through agentic experiences that make skilling more personalized, adaptive, and embedded in the flow of work. By combining agentic AI, machine learning, data, and automation, you will design and scale intelligent learning experiences that accelerate skill development, improve learner and customer outcomes, and strengthen organizational capability. The role goes beyond applying AI to existing learning processes. It will help reimagine how people discover, build, apply, and sustain skills, creating agentic experiences that understand context, orchestrate learning resources and actions, and continuously adapt to learner needs and business priorities.
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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
- Strategic Program Management
- Define and drive the AI, agentic systems, machine learning, data, and automation transformation strategy for L&D, aligning initiatives with business priorities and evolving customer needs.
- Lead programs from discovery and architecture through implementation, adoption, and ongoing optimization.
- Manage dependencies, risks, success measures, and cross-functional delivery.
- Advanced Analytics & Machine Learning
- Implement descriptive, diagnostic, predictive, and prescriptive analytics—including machine learning, and agentic AI to uncover skill gaps, forecast learning needs, and measure program impact.
- Build Microsoft Fabric data pipelines, lakehouses or warehouses, and Power BI reporting to support actionable insights and data-driven decisions.
- Establish data-quality controls and measurement frameworks to evaluate learning effectiveness and organizational capability.
- Agentic AI & Personalized Learning
- Design and deploy agentic AI solutions, including autonomous agents, adaptive learning systems, and intelligent tutoring experiences, with appropriate human oversight and operational safeguards.
- Integrate Azure AI Foundry, Azure OpenAI, Azure AI Search, Microsoft Copilot, and Azure Machine Learning to deliver personalized, scalable learning and knowledge experiences.
- Implement retrieval-augmented generation (RAG), grounding, evaluation, and feedback mechanisms to improve AI response quality and relevance.
- Document & Speech Intelligence
- Use Azure AI Document Intelligence to extract, classify, and validate information from structured and unstructured documents.
- Integrate Azure AI Speech capabilities, including speech-to-text and text-to-speech, into conversational, learning, and accessibility solutions.
- Develop workflows that convert documents and spoken interactions into searchable knowledge and actionable insights.
- Cloud Architecture & Application Development
- Architect secure, scalable Azure solutions using Azure App Service/Web Apps, Azure Functions, Azure Cosmos DB, and supporting cloud services.
- Develop applications, APIs, AI integrations, and data-processing components using Python and C#/.NET.
- Design data models, partitioning strategies, and secure access patterns for Azure Cosmos DB.
- Apply managed identities, role-based access control, secrets management, and monitoring across application environments.
- CI/CD & Automation
- Establish and maintain CI/CD pipelines using Azure DevOps, incorporating automated testing, security checks, and controlled deployments.
- Implement repeatable infrastructure and environment provisioning using infrastructure as code.
- Automate business and technical workflows using Power Automate, Azure Logic Apps, Azure Functions, and scripting.
- Improve delivery efficiency and operational reliability through reusable components and automated processes.
- Continuous Improvement
- Use real-time feedback, telemetry, and analytics to iterate on program and solution design.
- Monitor solution performance, reliability, adoption, and cost, ensuring sustained value in a fast-changing environment.
- Stakeholder Engagement
- Translate technical insights into clear recommendations for non-technical audiences.
- Collaborate with business leaders, subject-matter experts, engineering teams, and learning professionals.
- Foster a culture of data-driven decision-making and shared accountability for outcomes.
- Responsible AI & Change Management
- Champion fairness, transparency, privacy, security, and accessibility in AI-enabled learning and knowledge systems.
- Establish appropriate evaluation, human oversight, and governance for agentic AI solutions.
Qualifications
Required/Minimum Qualifications
Master's Degree or equivalent 10+ year(s) experience in learning and development, relevant technical roles, business development, quota management, human resources (HR), customer success, collection management, research/restoration evaluation, industry, program/project management, or corporate education OR Bachelor's degree or equivalent AND 12+ years experience in learning and development, relevant technical roles, business development, field or sales, HR, customer success, collection management, research/restoration evaluation, industry, or program/project management, corporate education OR equivalent experience.
Additional Required Qualifications
- Demonstrated experience in technical program/project management, learning and development, knowledge management, customer success, or a related technical role.
- Experience leading cross-functional initiatives and translating business requirements into technical solutions and measurable outcomes.
- Technical expertise
- Microsoft Azure: Hands-on experience designing and delivering secure, scalable cloud solutions, including identity, access management, monitoring, and application integration.
- Azure AI: Experience building AI-powered applications using Azure AI services, including Azure OpenAI and Azure AI Foundry, with an understanding of agentic workflows, RAG, evaluation, and responsible AI.
- Azure AI Document Intelligence: Experience implementing document extraction, classification, and validation workflows.
- Azure AI Speech: Experience integrating speech-to-text and text-to-speech into applications or automated workflows.
- Azure App Service/Web Apps: Experience developing, deploying, securing, and monitoring web applications and APIs.
- Azure Cosmos DB: Experience with NoSQL data modeling, partitioning, querying, and secure application persistence.
- Microsoft Fabric: Experience with data integration, engineering, and analytics using pipelines, lakehouses, and Power BI.
- Python and C#/.NET: Proficiency in developing APIs, AI integrations, data-processing components, and automation.
Additional Preferred Qualifications
- Bachelor or Master’s degree or equivalent advanced experience in a relevant discipline.
- Significant experience delivering enterprise-scale AI, learning, knowledge-management, or digital-transformation programs.
- Experience with Azure Machine Learning, model deployment, and MLOps practices.
- Experience implementing AI evaluation, prompt/version management, monitoring, and governance practices.
- Experience provisioning cloud infrastructure using Bicep, Terraform, or Azure Resource Manager templates.
- Familiarity with enterprise data governance, privacy, accessibility, and security requirements.
- Relevant Microsoft certifications in Azure, AI, data, Fabric, or DevOps.
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.
