Program Manager, Artificial Intelligence (AI) Transformation & Continuous Improvement, Vendor Ops

The AI Transformation & Continuous Improvement Lead is responsible for embedding a culture of continuous improvement across Vendor Operations while accelerating the adoption of AI-enabled operating models. This role serves as a strategic bridge between operations, engineering, service design, and vendor partners to identify opportunities for transformation, eliminate inefficiencies, and drive measurable business outcomes. This is a transformation leadership role responsible for helping redefine how operations are designed, executed, measured, and continuously optimized in an AI-first world.

Responsibilities

Own the strategy, roadmap, prioritization, business cases, implementation governance, adoption, benefits realization, and continuous improvement of a portfolio of AI-driven operational capabilities; Lead the adoption of AI-first and agentic operating models across Vendor Operations; Identify opportunities to automate manual processes and improve decision-making through AI-enabled workflows; Partner with engineering, service design, and operations teams to scale AI and automation capabilities; Drive operational readiness for Microsoft's Frontier Firm vision; Establish and scale continuous improvement practices across Vendor Operations using PDCA, Lean, or other structured problem-solving methodologies; Build repeatable improvement frameworks that create sustainable operational gains; Facilitate cross-functional improvement initiatives that drive measurable business impact; Ensure improvements are standardized and institutionalized through governance and operational rhythms; Define and track metrics that reflect customer value, operational efficiency, quality, productivity, and adoption of AI-enabled capabilities; Develop performance insights that enable leaders to prioritize investments and improvement opportunities; Create visibility into operational health and transformation progress through data-driven reporting; Lead adoption strategies for new capabilities, operating models, tools, and ways of working; Partner with stakeholders to remove barriers and accelerate behavioral change; Ensure improvements transition from pilots to sustainable business practices; Build organizational capability for continuous learning and improvement; Serve as a trusted advisor to Vendor Operations leaders on transformation priorities and continuous improvement strategy; Align stakeholders across Vendor Operations, Engineering, Service Design, and broader MBO initiatives; Foster knowledge sharing and reuse of best practices across the vendor ecosystem; Drive organizational alignment around operational excellence and business outcomes

Requirements

Experience leading operational transformation, continuous improvement, or business process optimization initiatives in complex global organizations; Demonstrated success driving measurable improvements in quality, productivity, customer experience, or operational efficiency; Strong data-driven decision-making skills with experience defining and managing operational performance metrics; Proven ability to influence organizational boundaries and lead without direct authority; Strong executive communication, stakeholder management, and change leadership skills

Nice to have

Experience owning a portfolio of operational capabilities or features, including strategy, roadmap planning, prioritization, business case development, implementation governance, adoption, and benefits realization; Experience deploying AI, automation, or agentic solutions within operational environments; Experience implementing structured improvement methodologies such as Lean, PDCA, Kaizen, or related frameworks; Knowledge of vendor operations, outsourcing models, or large-scale service delivery organizations; Experience partnering with engineering, product, or service design teams on transformation initiatives; Familiarity with Responsible AI principles and AI governance considerations; Certification or experience in Lean Six Sigma or comparable continuous improvement disciplines