Overview
MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
In Consumer Channel Sales, our consumer organization our purpose is to create value with our partners, to market and sell innovative consumer solutions powered by Windows, Office, Surface. We're positioned right at the intersection of customers, hardware partners, and channel partners. Together, we win by delivering compelling at-home and on-the-go experiences combining intelligent edge devices and services that create Microsoft fans for life.
We are seeking a strategic, results-driven leader to own two important areas for our North America Consumer business: AI Innovation across the organization, and our Retail Labor Program across our largest retail partners.
This role sits at the intersection of innovation, retail execution, partner strategy, and operational excellence. You will help identify and scale practical ways AI can transform how our teams work, make decisions, and engage with partners and customers, while leading Microsoft's approach to how we deploy and optimize labor across our top North America retailers in the U.S. and Canada.
The ideal candidate is a strong operator who can move seamlessly between strategy and execution, influence across complex stakeholder groups, and turn new ideas into scalable programs with measurable business impact.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
AI Innovation & Transformation
Accelerate the practical adoption of AI across the North America Consumer organization as a hands-on AI partner to the business - not a central team others file tickets with. Key responsibilities include:
Spot the process gaps where AI can take work off the team's plate, starting with our own internal processes and reporting first.
Build the lighter solutions yourself - the quick, low-code fixes that relieve day-to-day churn.
Route the bigger needs, well-scoped and RAI/SFI-ready, to WDS Business Strategy & Operations, where enterprise-grade agents and funding sit, so the business gets the right tool for the job.
Take AI to our partners and put it to work across the customer journey, so every account person has a clear AI pitch for the end customer and we grow partner AI adoption.
Champion AI adoption across the function and region, helping teams build the daily habits that make AI stick.
Create a pipeline of AI opportunities, prioritized on business value, scalability, and feasibility, and lead the pilots with clear success criteria for what gets scaled.
Apply AI within the retail labor ecosystem itself - from field insights and training to labor optimization, reporting, and measurement.
Share learnings, best practices, and successful use cases across North America and with global stakeholders.
Retail Labor Strategy & Execution
Own the strategy and execution of Microsoft's North America retail labor program across priority retail partners in the U.S. and Canada, ensuring our investments deliver exceptional customer experiences and measurable business impact. Key responsibilities include:
Develop and lead the North America retail labor strategy across Microsoft's priority retailers, aligning investments to business priorities, product launches, seasonal moments, and partner opportunities.
Own the end-to-end labor operating model, including agency/vendor strategy, deployment, coverage, training, execution standards, measurement, and optimization.
Lead relationships with our outsourced labor agencies and partners - the field teams who visit third-party retail to train, audit, merchandise, and fix - setting clear expectations for performance, operational excellence, and innovation.
Partner closely with Sales, Marketing, Category, Finance, Analytics, and retail account teams to determine where and how labor investments can deliver the greatest impact.
Establish clear KPIs and measurement frameworks to evaluate program performance, productivity, customer engagement, and return on investment.
Use data and insights to continuously optimize labor deployment, identify opportunities, and recommend investment shifts.
Own the labor budget and contracts end to end, including statements of work, purchase orders, funding plans, and the investment case when coverage is at risk.
Drive consistency in execution while enabling retailer-specific approaches based on customer, store, and market needs.
Serve as the North America subject matter expert for retail labor, bringing forward best practices, competitive insights, and new approaches to improve Microsoft's retail presence."
Qualifications
Required/minimum qualifications
Bachelor's Degree in Business, Marketing, Communications, Public Relations or related field AND 6+ years digital, retail, channel marketing, marketing, retail sales, or commercial sales experience
OR equivalent experience.
Additional or preferred qualifications
Master's Degree in Business Administration, or related field AND 8+ years Digital, Retail, Channel Marketing, Marketing, Retail Sales, or commercial sales experience
OR Bachelor's Degree in Business, Marketing, Communications, Public Relations or related field AND 12+ years digital, retail, channel marketing, marketing, retail sales, or commercial sales experience
OR equivalent experience.
2+ years project leadership/generic management experience.
Channel Marketing IC5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $272,300 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
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. (https://careers.microsoft.com/v2/global/en/accessibility.html)
