Business Program Manager - Continuous Improvement Director

OverviewThe 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.ResponsibilitiesKey Responsibilities1. Drive End-to-End Process ImprovementIdentify process gaps, inefficiencies, and breakdowns across cross-functional workflowsRedesign and standardize processes to improve flow, quality, and scalabilityLead root-cause analysis and implement sustainable fixes (not symptom management) Apply Lean / Six Sigma principles 2. Deliver Measurable Business ImpactDefine success metrics (KPIs) aligned to business priorities (e.g., margin, cycle time, customer satisfaction)Use data analysis to quantify impact, prioritize initiatives, and track improvementsEnsure improvements translate into tangible ROI, including cost reduction and productivity gains3. Lead Continuous Improvement ProgramsOwn and execute CI initiatives from problem identification to solution deploymentRun 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 TeamsWork 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 alignmentAct as a trusted advisor to leadership on process optimization and operational excellence5. Build Continuous Improvement CapabilityEmbed CI mindset and practices into day-to-day operationsCoach teams on problem-solving, data-driven thinking, and process disciplineDevelop playbooks, standards, and toolsets to scale best practices across regions and teamsEnable teams to independently identify and resolve issues over time 6. Drive Cross-Functional TransformationLead initiatives that span multiple organizations with unclear ownership or complex dependenciesCoordinate with engineering, automation, and data teams to enable scalable solutionsSupport transformation programs by aligning CI efforts with change management and business strategy7. Enable Continuous Learning & Feedback LoopsEstablish mechanisms to capture lessons learned and replicate successful approachesMonitor performance trends and continuously refine processesPromote a culture of experimentation, learning, and rapid iterationQualificationsCore Skills & ExperienceTechnical & FunctionalCertified 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 managementAbility to map, redesign, and optimize complex workflowsFamiliarity with digital tools, automation, and AI-enabled processesLeadership & BehavioralStrong problem-solving and structured thinking capabilitiesAbility to influence without authority across multiple teams and regionsHigh ownership and bias for actionStrong stakeholder management and communication skillsGrowth mindset with focus on continuous learning and improvementKey Outcomes / Success MetricsReduction in process cycle times and operational inefficienciesImproved KPI performance (e.g., billing accuracy, delivery efficiency, customer satisfaction)Increased adoption of standardized processes and best practicesMeasurable ROI from improvement initiativesStronger CI capability across teams (self-sustaining improvement culture)Typical Profile5–10+ years in process improvement, operations, consulting, or business excellence rolesExperience in cross-functional environments with complex stakeholder landscapesProven 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.htmlThis> 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. 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