Job Description

Overview

Microsoft's Margin Strategy & Investment Optimization (MSIO) organization is looking for a high-impact Senior Finance Manager to support Customer Service & Support (CSS), one of Microsoft's largest and most strategic operational organizations. This role sits at the intersection of Finance, Engineering, AI transformation, and Customer Support, helping drive business performance, operational efficiency, and long-term margin expansion across Microsoft's support ecosystem.

Customer Service & Support is undergoing a significant transformation as AI, automation, and autonomous support experiences reshape how Microsoft serves customers. This role will partner closely with CSS leadership, Engineering Groups, Support Operations, and Finance leaders to help drive financial accountability, operational excellence, forecasting accuracy, and AI-enabled efficiency programs.

The successful candidate will combine financial rigor, strategic thinking, and strongcross-functional influence to deliver meaningful business outcomes in a highly visible environment.

Responsibilities

Financial Leadership & Business Partnership

• Serve as a trusted finance partner to CSS and Support leadership teams.
• Drive monthly close, forecast, budget, and long-range planning processes.
• Develop financial narratives and executive-facing insights for senior leadership reviews.
• Identify risks, opportunities, and mitigation strategies to support business commitments.

Support Economics & Cost Optimization

• Own support COGS analysis, unit economics, and resource productivity frameworks.
• Drive insights across support volumes, customer demand trends, capacity utilization, and cost drivers.
• Partner with Engineering and Support organizations to translate operational improvements into measurable financial outcomes.
• Evaluate investments and trade-offs across people, vendors, automation, and AI programs.

AI & Autonomous Support Transformation

• Partner with CSS and Engineering teams to quantify and track AI-driven efficiencies and autonomous support initiatives.
• Develop ROI frameworks for AI investments, automation programs, and support productivity initiatives.
• Support financial governance of transformation programs driving long-term operating leverage.

Forecasting & Analytics

• Build scalable forecasting models linking engineering actions, volume drivers, support demand, and financial outcomes.
• Improve forecast accuracy through operational metrics and driver-based planning.
• Leverage AI capabilities, and advanced analytics to create actionable business insights and decision support.

Executive Communications

• Prepare concise executive summaries, business reviews, and leadership presentations.
• Present recommendations and influence decisions with both finance and non-finance stakeholders.
• Translate complex operational and technical topics into clear financial implications.

Qualifications

Required/minimum qualifications

• Master's Degree in Business Administration, Accounting, Finance, Economics, Data Science or related field AND 2+ years experience in financial analysis, accounting, controllership or finance, or related field OR Bachelor's Degree in Business Administration, Accounting, Finance, Economics, Data Science or related field AND 4+ years experience in financial analysis, accounting, controllership or finance, or related field OR equivalent experience.

Additional or preferred qualifications

• 4+ years of relevant experience with progressive advancement within your discipline.
• Strong partnering capabilities, with the ability to influence business partners without direct authority and to appropriately push back when required.
• Self-starter who thrives in ambiguous, fast-moving environments with evolving technology and business model trends.
• Strongly prefer a deep understanding of the technology industry, particularly commercial public and private cloud services, business models and economics.
• Ability to communicate complex analysis in a simple way. Executive level oral and written communication skills.
• Proven leadership skills, with demonstrated results in proactively driving and delivering high value/high-impact project results through both individual and virtual-team efforts.
• Strong analytical skills, financial modeling capabilities, and ability to think strategically.

Financial Analysis IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 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 $125,000 - $206,400 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.