Process Program Manager

Overview

Third Party Vetting Operations (VetOps), within Microsoft’s Fraud and Vetting Operations team (FVO), ensures Microsoft engages only with trusted third parties by combining scalable automation with human decisioning.

We are seeking a Process Program Manager to lead end-to-end operational programs across vetting services, driving process standardization, support excellence, and continuous improvement at scale. This role requires cross-functional leadership, systems thinking, and data-driven execution across support, engineering, analytics, and compliance teams.

Role Summary

As a Process Program Manager, you will own and drive complex, cross-functional vetting programs that improve the end-to-end operational system across VetOps.

You will be accountable for run-the-business performance, support and escalation frameworks, process governance, and continuous improvement, ensuring consistent, scalable, and high-quality execution across multiple service lines.

This role operates with broad organizational impact, influencing outcomes across vetting compliance controls, and vendor operations, and is expected to deliver measurable improvements in efficiency, quality, and customer experience.

Responsibilities

Program Ownership & Operational Excellence

• Own end-to-end operational programs spanning multiple workflows and services

• Lead the Rhythm of Business (ROB), ensuring predictable delivery across throughput, quality, backlog, and SLAs

• Drive capacity planning, prioritization, and execution alignment across teams

Support & Escalation Program Management

• Define and lead scalable support and escalation frameworks aligned to CSS/GetHelp

• Act as DRI for complex, high-impact escalations, ensuring resolution and stakeholder alignment

• Standardize intake, workflow orchestration, and communication models to improve speed and transparency

Process Design, Governance & Compliance

• Design and implement repeatable, scalable process frameworks and controls

• Ensure consistency, compliance, and audit readiness across services

• Drive adoption of standardized playbooks and operating models

Insights, Metrics & Business Impact

• Define and own program success metrics and operational KPIs

• Deliver regular business insights and executive reporting with clear actions

• Use data to identify systemic issues and drive measurable improvements

Continuous Improvement & Transformation

• Lead cross-functional improvement initiatives that simplify and scale operations

• Partner with engineering to enable automation and AI-driven workflows

• Drive pilot programs through to scaled implementation, delivering quantifiable impact

Cross-Functional Leadership & Influence

• Influence outcomes across support, engineering, analytics, compliance, and partner teams

• Serve as a process and operations subject matter expert in leadership forums

• Align stakeholders on priorities, risks, and execution plans to deliver results

Qualifications

Required Qualifications

• Bachelor's Degree Business or related AND process management, program management, operations or related field
  • OR equivalent experience

Preferred Qualifications

• Experience with support systems, case management, or operations platforms
• Background in risk, compliance, or trust-based operations
• Experience driving automation, AI, or large-scale operational transformation
• Proven track record of owning and delivering cross-functional programs at scale
• Experience managing complex operational systems, escalations, and process improvements
• Analytical, communication, and stakeholder management skills

Business Program Management IC3 - The typical base pay range for this role across Ireland is € 60,300.00 - € 102,600.00 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/ireland-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.

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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.