Customer Experience Program Manager II

Overview

Empower customers to thrive on a leading cloud platform with the Azure Capacity team. In this role, you will help deliver on Microsofts cloud promise at global scale by ensuring first-party services and prioritized customer workloads have the cloud resources they need, when they need them. You will work across global engineering, product, infrastructure, planning, forecasting, field, and customer-facing teams to use advanced analytics, customer signals, and operational insights to predict demand, manage capacity, reduce friction, and improve customer outcomes.

We are looking for a Customer Experience Program Manager II. This role sits at the intersection of customer experience, capacity management, technical program execution, and systems transformation. You will drive standards, tools, reporting, intake, and fulfillment processes for capacity requests; collaborate with service owners to resolve blockers; and optimize resource allocation across Azure regions. You will also define the requirements for the systems and operating mechanisms needed to scale decision-making, develop customer- and region-specific levers, and support the increasing demand created by a constantly growing customer base.

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

• Manage capacity planning and supportability activities for Microsofts first-party (1P) services across prioritized Azure regions to help deliver a reliable and seamless customer experience.
• Monitor customer experience metrics, scorecards, and operational data to identify trends, surface risks, and recommend opportunities for improvement.
• Collaborate with infrastructure, planning, forecasting, engineering, and product teams to align capacity enablement activities with customer and business needs.
• Partner with stakeholders to improve systems, tools, and operational processes that support efficient capacity planning, demand management, and data-informed decision making.
• Coordinate with cross-functional teams to identify, troubleshoot, and resolve capacity-related blockers impacting customer onboarding, growth, and service delivery.
• Support customer-facing and field organizations by providing insights, guidance, and recommendations that help optimize resource planning and accelerate customer success.
• Contribute to an inclusive team culture by promoting collaboration, respect, accountability, and an environment where everyone can do their best work.

Qualifications

Required Qualifications:

• Bachelors Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in engineering, product/technical program management, data analysis, or product development
• OR equivalent experience.

Other Requirements:

• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• Masters Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 3+ years experience in engineering, product/technical program management, data analysis, or product development

• OR Bachelors Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 5+ years experience in engineering, product/technical program management, data analysis, or product development

• OR equivalent experience.

• 2+ years of experience managing cross-functional and/or cross-team projects to deliver business or customer outcomes.

• Demonstrated experience identifying customer or operational challenges and translating insights into prioritized process, system, or workflow improvements.

• Experience using data, analytics, and customer signals to identify trends, drive decision making, and improve operational effectiveness.

• Experience building partnerships and collaborating effectively across engineering, product, operations, and customer-facing teams.

• Proficiency using analytics and reporting tools such as Microsoft Power BI, Structured Query Language (SQL), or similar technologies.

#azurecorejobs

Customer Experience Program Mgmt IC3 - The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 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 $133,800 - $219,200 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.