Adoption Lead - Sales AI Transformation

Overview Microsoft Customer and Partner Solutions-Core (MCAPS) 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.

Services Sales is changing how it sells. New AI agents, tooling, processes, policies and go-to-market priorities are reaching sellers, managers, sales excellence and deal operations teams at a steady pace, and each one changes how deals are priced, built, recorded and closed. The value of those investments is only realized when the field actually works differently.

We are looking for an Adoption Lead to serve as the single accountable owner for adoption across the Services Sales Organization.

Working from changes assessed and approved through the organizations change management process, you will translate organizational priorities and transformation initiatives into adoption strategies, turn a high volume of change into a small number of planned, field-ready landings, and be accountable for whether people adopt and sustain the new ways of working.

You will orchestrate with the teams that build, approve and broadcast changes rather than duplicate them: product and engineering teams build, intake and governance teams approve, and established landing channels broadcast. You own the adoption journey that connects them.

This role sits at the center of the business. Success is measured not by what is launched, but by adoption, sustained behavior change and measurable business outcomes.

The ideal candidate combines strong program management discipline with proven adoption and change practice, understands how change affects frontline roles, is comfortable with AI and sales technology, and has the credibility to lead across organizational boundaries without direct authority.

Candidates who live within 50 miles of Microsoft's Redmond campus will be required to work in the office 3 days per week.

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

• Lead highly complex business programs from strategy through execution, aligning stakeholders, resources, milestones, and security and privacy requirements.
• Drive organizational change by securing leadership sponsorship, defining adoption plans, and coordinating communications, onboarding, and reskilling.
• Evaluate program impact through success measures, cost-benefit analysis, and business reviews, using insights to manage risks and improve or retire programs.
• Coach cross-functional teams to simplify processes, resolve root causes, and communicate program value in ways that build stakeholder buy-in.

Adoption strategy and sponsorship

• Lead the adoption strategy for Services Sales transformation priorities, defining the target behaviors and adoption outcomes for each approved change and the plan to achieve them.
• Influence sponsorship and build trusted partnerships with Director, GM and CVP leaders to hold the field accountable for adopting new ways of working.
• Equip leaders and managers to sponsor, model and reinforce adoption within their organizations.
• Partner with change intake and go/no-go owners to sequence approved changes into a predictable landing cadence that limits field fatigue and maximizes adoption.
• Align stakeholders across organizational boundaries on adoption accountabilities (RACI), resolving dependencies that block adoption.

Adoption readiness

• Build on impact assessments from change intake to define what each audience needs to know, understand and do differently, and the behaviors that signal adoption.
• Identify readiness gaps, adoption barriers and potential resistance, and plan how to address them before launch.
• Lead the identification of skilling and reskilling needs that adoption depends on, in partnership with enablement and HR.
• Set adoption-readiness criteria and feed them into go/no-go decisions, so changes reach the field with audiences, materials and support routes ready and security, privacy, compliance and responsible AI requirements met.

Adoption execution and reinforcement

• Orchestrate coordinated landing and reinforcement through field enablement, communications, landing channel owners and champions networks, working through their functions rather than duplicating them.
• Translate complex changes into role-specific, scenario-based guidance anchored in one authoritative destination for the field.
• Own adoption after launch, tracking usage by role and region and running targeted follow-up with lagging teams until new ways of working are sustained.
• Lead the definition and tracking of adoption metrics across awareness, readiness, usage, behavioral change and business impact.
• Use adoption data and field feedback to drive targeted interventions and reinforcement, ensuring every checkpoint produces a specific change in course, content or action.

Adoption insight and value

• Lead the adoption rhythm of business through existing forums, including a monthly adoption health readout to sponsors on usage, risks and decisions.
• Provide insight into value realization and recommend when to accelerate, adjust or retire a change.
• Establish a scalable, repeatable adoption playbook, capturing lessons learned and sharing best practices with peer programs.
• Bring field insight back into program and product prioritization so that what is built next reflects how the field works.

Required Qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement
• OR equivalent experience.

Preferred Qualifications

• Bachelor's degree in Business, Operations, Finance, or a related field AND 12+ years of experience in program management, process management, or process improvement
• OR Master's degree in Business, Operations, Finance, or a related field AND 8+ years of experience in program management, process management, or process improvement
• OR equivalent experience.
• Proven experience driving technology adoption and sustained behavior change across large, cross-functional organizations, using structured methodologies such as Prosci ADKAR; change management certification (Prosci or CCMP) a plus.
• Experience leading adoption of AI, automation or sales technology (for example Copilot, CRM, deal or pricing tools) in enterprise sales, customer success or other field-facing organizations.
• Working knowledge of professional services sales motions, deal processes and sales systems.
• Adoption analytics skills, including defining usage and behavior metrics and using dashboards (for example Power BI) to drive decisions.
• Demonstrated ability to influence senior leaders in a matrixed organization and translate complex change into clear, actionable guidance for diverse audiences.

Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $