Process Program Manager

Role overview

Microsoft’s Third Party Vetting Operations (VetOps), part of the Fraud and Vetting Operations organization, helps ensure the company works only with trusted external partners by pairing scalable automation with human review and decision-making.

We are looking for a Process Program Manager to lead operational programs across vetting services from end to end. The position focuses on building consistent processes, improving support quality, and driving ongoing improvement at scale. Success in this role depends on strong cross-functional leadership, systems thinking, and the ability to make data-led decisions across support, engineering, analytics, and compliance partners.

What the role involves

You will own complex programs that improve how VetOps operates across the full service chain. The role carries responsibility for day-to-day business performance, support and escalation structures, process governance, and continuous improvement. You will be expected to help deliver reliable, scalable, and high-quality execution across multiple service lines, with impact reaching compliance controls and vendor operations.

Responsibilities

• Take ownership of operational programs that span several workflows and services.
• Run the Rhythm of Business cadence and keep delivery on track for throughput, quality, backlog, and service-level targets.
• Coordinate capacity planning, prioritization, and execution across teams.
• Build and manage scalable support and escalation models that align with CSS/GetHelp.
• Serve as the decision driver for difficult, high-impact escalations and keep stakeholders aligned through resolution.
• Improve intake, workflow coordination, and communication practices so work moves faster and with greater transparency.
• Create repeatable process frameworks and controls that can scale effectively.
• Maintain consistency, compliance, and audit readiness across services.
• Promote the use of standard playbooks and operating models.
• Own program metrics and operational KPIs.
• Prepare regular business insights and executive-level updates with clear next steps.
• Use data to uncover structural issues and lead measurable improvements.
• Lead improvement efforts that simplify operations and make them easier to scale.
• Partner with engineering teams to support automation and AI-enabled workflows.
• Take pilot initiatives through to scaled rollout and measurable business impact.
• Influence outcomes across support, engineering, analytics, compliance, and partner teams.
• Act as a process and operations expert in leadership discussions.
• Align stakeholders around priorities, risks, and execution plans to achieve results.

Requirements

• Bachelor’s degree in Business or a related discipline, along with experience in process management, program management, operations, or a similar area; or equivalent experience.
• Experience working with support systems, case management tools, or operations platforms.
• Exposure to risk, compliance, or trust-focused operations.
• Proven ability to drive automation, AI adoption, or large-scale operational change.
• Demonstrated history of leading and delivering cross-functional programs at scale.
• Experience handling complex operational systems, escalations, and process improvement work.
• Strong analytical ability, communication skills, and stakeholder management capability.

Additional information

This role is part of Business Program Management IC3. The standard base pay range for Ireland is €60,300 to €102,600 per year. Some positions may also qualify for benefits and additional compensation.

The opening remains available for at least 5 days, and applications are reviewed on an ongoing basis until the role is filled.

Microsoft is an equal opportunity employer. All qualified candidates will be considered 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 protected characteristic under applicable local law. Reasonable accommodation information is available for applicants who need support during the hiring process.