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Partner with process owners and service leaders to identify capability gaps and define training priorities that align to business outcomes and customer experience
Orchestrate across stakeholders (Field, Operations, Process, Quality, Tools, and Change) to remove readiness blockers and maintain momentum for learning launches
Apply disciplined needs analysis and learning design reviews to validate that content is accurate, appropriately scoped, and aligned with role expectations and standards
Support teams through complex or ambiguous operational changes by translating intent into clear learning paths, job aids, and readiness plans
Enforce consistent execution of training governance, deployment playbooks, and engagement models
Drive effective stakeholder partnerships: demonstrated impact and influence skills, including cross-boundary collaboration and the ability to build solid relationships with individuals at all levels
Design and deliver onboarding and role-based learning ensuring accuracy, completeness, and alignment to business rules and policies
Manage readiness planning for process, policy, and tooling changes including communications, enablement assets, and stakeholder alignment
Ensure learning content and guidance are consistently represented and discoverable across Microsoft systems and channels (e.g., SharePoint/Teams, knowledge bases, or internal tooling)
Proactively identify and resolve issues impacting learning effectiveness (content gaps, adoption barriers, or unclear process steps) in partnership with subject matter experts
Identify learning risks, readiness gaps, or knowledge‑base hygiene issues early and drive resolution through appropriate channels
Anticipate downstream impacts of tooling, policy, or process changes on frontline execution and take early corrective action through targeted readiness and communications
Ensure training content adheres to required business rules, approval requirements, and compliance policies, and that completion and certification expectations are clearly defined
Demonstrate a growth mindset by identifying recurring learner pain points, enablement inefficiencies, or quality issues and contributing actionable insights to continuous improvement initiatives
Leverage data and stakeholder feedback to improve learning effectiveness, readiness quality, and time‑to‑productivity
Adopt and support AI‑assisted learning content creation and delivery workflows to reduce manual effort, improve accuracy, and increase training velocity
Reinforce alignment to the operating model standards by embedding readiness checkpoints, role clarity, and measurable proficiency expectations
Requirements:
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
Proficiency in written, reading, and conversational English
Nice to have:
Proven track record of designing and executing successful learning initiatives at scale
Demonstrated project management, organizational, and analytical abilities
Ability to manage multiple projects simultaneously in a fast-paced, dynamic environment
Experience supporting deal execution, pre-sales, renewals management, sales operations, or delivery in a large, matrixed organization
Familiarity with Professional Services, enterprise services constructs, or complex commercial deal models
Experience in a customer service environment in a large, matrixed multinational company
Experience coordinating cross‑functional stakeholders across Sales, Finance, Legal, and Delivery
Demonstrated ability to operate effectively in ambiguous or evolving environments and apply sound judgement
Exposure to continuous improvement methodologies (e.g., Lean, Kaizen, Six Sigma) or data‑driven process improvement
Passion for technology, AI skilling, innovation, and leading change