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

Business Program Management IC6 - The typical base pay range for this role across United Kingdom is £ 100,400.00 - £ 200,500.00 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here:

https://careers.microsoft.com/v2/global/en/corporate-pay/united-kingdom-corporate-pay.html

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.