Business Program Manager - Organic Capacity Demand

Microsoft•Redmond, WA

6d•$97,600 - $206,400

About The Position

MCAPS-Core accelerates customer outcomes and business growth by uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission. The Customer & Commercial Success (CCS) organization within MCAPS-Core is responsible for executing Microsoft’s commercial strategy at scale. The Capacity Shared Services team builds and operates shared tooling, data, predictive insights, demand-management practices, and operating processes for Microsoft’s AI and non-AI capacity functions. This team acts as a Functional Center of Excellence, owning the 'how' of capacity management through a connected operating system from demand intake to reporting and field enablement. They aim to reduce fragmented processes, manual reporting, and tool sprawl, establishing a common data and reporting backbone, demand-driven intake, self-service workflows, and forward-looking signals. This enables the capacity organization to match constrained supply with high-value demand, improve customer and field experience, accelerate decision-making, and manage capacity as one end-to-end business. This role is crucial in shaping the AI era by leveraging Azure's AI and cloud technologies. As the Business Program Manager – Organic Capacity Demand, you will create and scale programs that integrate capacity planning into commitment planning and strategic pursuit execution. You will translate capacity requirements into repeatable field motions to help account teams identify customer demand earlier, improve planning, and reduce capacity-related risk. This is a hands-on program-building role requiring collaboration across sales, finance, customer success, capacity, and engineering teams to design guidance, operating rhythms, enablement, reporting, and delivery offers. A key part of the role involves shaping capacity-specific customer engagements. You will partner with various teams to move capacity planning from a late-stage escalation activity to an embedded component of account planning, deal shaping, customer success, and consumption execution. Microsoft's mission is to empower every person and organization to achieve more, fostering a culture of growth mindset, innovation, and collaboration with values of respect, integrity, and accountability.

Requirements

Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience.

Nice To Haves

Experience creating, launching, or improving cross-functional business programs, field programs, customer-success motions, or operational processes.
Demonstrated ability to convert complex business or technical requirements into practical guidance, workflows, templates, enablement, and measurable execution plans.
Experience coordinating stakeholders across sales, customer success, services, operations, engineering, or product teams without direct authority.
Familiarity with Azure or cloud business processes, including consumption planning, customer demand planning, account planning, or capacity management.
Strong project management skills, including workback planning, dependency tracking, risk management, stakeholder communications, and follow-through.
Analytical skills and experience using operational data, dashboards, or scorecards to identify gaps, measure adoption, and improve program performance.
Strong written and verbal communication skills, with the ability to create concise, field-ready content for both business and technical audiences.
Exposure to customer success, services, consulting, or other repeatable customer-delivery programs.
Experience supporting enablement, adoption, or program operations, with familiarity using reporting, workflow, or project-management tools.
Experience applying Microsoft Copilot or AI agents to program operations, content development, analysis, or reporting.
Comfort working in an evolving environment and learning new processes as the program and delivery model matures.

Responsibilities

Create, launch, and continuously improve scalable program frameworks that integrate capacity planning into Azure commitments, renewals, and strategic pursuit motions.
Establish governance models, planning milestones, ownership structures, and decision-making processes that drive consistent execution.
Develop repeatable operating models that enable efficient capacity planning, forecasting, and execution across Capacity Shared Services.
Partner with program teams, account teams, capacity experts, and business stakeholders to define planning requirements, ownership, handoffs, risks, and dependencies.
Drive alignment across highly matrixed organizations and influence stakeholders without direct authority.
Coordinate cross-functional execution, remove blockers, manage escalations, and ensure accountability for key business outcomes.
Translate complex capacity planning processes into field-ready guidance, playbooks, templates, training materials, and communications.
Drive adoption and execution consistency across Areas, Operating Units, segments, and account teams.
Lead change management efforts that improve planning quality, workload readiness, and operational effectiveness.
Define and launch capacity-focused customer delivery offerings, including engagement models, customer journeys, intake processes, and success measures.
Partner with Unified, Industry Solutions Delivery, Services Sales, and capacity stakeholders to operationalize scalable delivery models.
Ensure offerings improve customer outcomes, execution quality, and business impact.
Embed capacity planning into Azure commitment reviews, strategic pursuits, pipeline reviews, consumption planning, readiness checkpoints, and post-signature execution processes.
Track milestones, dependencies, risks, and action plans to support high-priority customer opportunities.
Drive governance, reporting, and business management processes that improve predictability, accountability, and execution excellence.
Lead pilots and leverage scorecards, performance metrics, operational data, and stakeholder feedback to evaluate program effectiveness.
Analyze trends, identify opportunities, and recommend improvements that enhance planning quality, adoption, utilization, and customer outcomes.
Convert successful practices into scalable global motions that improve business performance and operational efficiency.
Leverage Microsoft Copilot and purpose-built AI agents to accelerate program design, automate reporting, generate field guidance, and synthesize stakeholder feedback.
Champion AI-powered ways of working that increase efficiency, scalability, and decision-making effectiveness.
Drive innovation through automation, reusable assets, and modern operating practices that improve organizational productivity.
Embody our culture and values.