Business Program Manager - Continuous Improvement Director

Business Program Manager - Continuous Improvement Director

Overview

The Continuous Improvement (CI) Lead is responsible for identifying, designing, and driving end-to-end improvements across business processes, enabling scale, efficiency, and better customer outcomes. This role partners closely with business leaders, delivery teams, and support functions to simplify how work gets done, eliminate inefficiencies, and embed a culture of continuous improvement into daily operations.

The role combines process redesign, data-driven decision making, and change leadership to deliver measurable impact on revenue, cost, cycle time, and customer experience.

Responsibilities

Key Responsibilities1. Drive End-to-End Process Improvement
Identify process gaps, inefficiencies, and breakdowns across cross-functional workflows
Redesign and standardize processes to improve flow, quality, and scalability
Lead root-cause analysis and implement sustainable fixes (not symptom management) 
Apply Lean / Six Sigma principles 2. Deliver Measurable Business Impact
Define success metrics (KPIs) aligned to business priorities (e.g., margin, cycle time, customer satisfaction)
Use data analysis to quantify impact, prioritize initiatives, and track improvements
Ensure improvements translate into tangible ROI, including cost reduction and productivity gains3. Lead Continuous Improvement Programs
Own and execute CI initiatives from problem identification to solution deployment
Run structured improvement cycles (Plan–Do–Check–Adjust) to drive fast, iterative results 
Establish governance, tracking, and reporting mechanisms for improvement programs4. Partner with Business & Delivery Teams
Work side-by-side with delivery, PMO, and operational teams to simplify workflows and remove friction points 
Engage leaders and stakeholders to define priorities and secure alignment
Act as a trusted advisor to leadership on process optimization and operational excellence5. Build Continuous Improvement Capability
Embed CI mindset and practices into day-to-day operations
Coach teams on problem-solving, data-driven thinking, and process discipline
Develop playbooks, standards, and toolsets to scale best practices across regions and teams
Enable teams to independently identify and resolve issues over time 6. Drive Cross-Functional Transformation
Lead initiatives that span multiple organizations with unclear ownership or complex dependencies
Coordinate with engineering, automation, and data teams to enable scalable solutions
Support transformation programs by aligning CI efforts with change management and business strategy7. Enable Continuous Learning & Feedback Loops
Establish mechanisms to capture lessons learned and replicate successful approaches
Monitor performance trends and continuously refine processes
Promote a culture of experimentation, learning, and rapid iteration

Qualifications

Core Skills & ExperienceTechnical & Functional
Certified Lean Six Sigma professional (Green Belt or Black Belt required)
Strong process improvement expertise (Lean, Six Sigma, or equivalent)
Experience with data analysis, KPI tracking, and performance management
Ability to map, redesign, and optimize complex workflows
Familiarity with digital tools, automation, and AI-enabled processesLeadership & Behavioral
Strong problem-solving and structured thinking capabilities
Ability to influence without authority across multiple teams and regions
High ownership and bias for action
Strong stakeholder management and communication skills
Growth mindset with focus on continuous learning and improvementKey Outcomes / Success Metrics
Reduction in process cycle times and operational inefficiencies
Improved KPI performance (e.g., billing accuracy, delivery efficiency, customer satisfaction)
Increased adoption of standardized processes and best practices
Measurable ROI from improvement initiatives
Stronger CI capability across teams (self-sustaining improvement culture)
Typical Profile
5–10+ years in process improvement, operations, consulting, or business excellence roles
Experience in cross-functional environments with complex stakeholder landscapes
Proven track record of delivering measurable operational impact

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.

Experience Level

Executive Level