Business Program Manager - Capacity Change Management and Field Enablement

Microsoft • Redmond, WA

10d • $116,900 - $222,600

About The Position

Want to help shape the AI era? AI and cloud technologies are transforming industries, and Microsoft helps customers seize that opportunity. Trusted for mission-critical workloads, Azure provides a secure and responsible foundation for AI innovation. Effective capacity planning and execution across AI and non-AI services are essential to helping customers deploy, scale, and realize value.
As the Business Program Manager – Capacity Change Management and Field Enablement, you will own and drive the change management practice across AI and non-AI capacity, establishing a consistent approach to stakeholder engagement, readiness, communications, training, adoption, and reinforcement. You will also help build and operationalize the self-service tools that enable the Field, partners, and customers to get timely capacity guidance and act without relying on ad hoc person-by-person routing. Your enablement surfaces will include UAT intake forms, the Azure Capacity Agent, Azure Scrum Manager, the prioritization framework, Capacity IQ data integration, conversation guides, and playbooks.
You will create a repeatable change management model that helps capacity workstreams move from solution design through sustained adoption. This includes assessing stakeholder and business impacts, defining audience-specific change plans, sequencing communications and readiness activities, equipping leaders and practitioners, capturing feedback, and monitoring adoption so new processes and tools become embedded ways of working across AI and non-AI capacity.
You will translate recurring questions, escalation patterns, and stakeholder needs into clear intake, triage, and approval workflows. In partnership with Engineering and Capacity practitioners, you will define requirements, validate user experiences, and help produce durable solutions within the broader Capacity Operating System. The role sits within Capacity Shared Services in MCAPS Core and supports the One Capacity approach across AI and non-AI capacity.
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.

Requirements

• 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.
• Experience leading large-scale cross-functional programs and organizational change initiatives, including stakeholder engagement, communications, readiness, adoption, governance, and continuous improvement.
• Proven ability to design, launch, and scale operational, enablement, self-service, customer-success, partner, or workflow programs that improve user experience, efficiency, and business outcomes.
• Experience translating business and technical requirements into actionable plans, user stories, workflows, acceptance criteria, and launch strategies in partnership with engineering and technical teams.
• Strong program and project management skills, including planning, risk management, dependency tracking, stakeholder communications, data-driven decision making, and execution across complex environments without direct authority.
• Experience leveraging cloud technologies, CRM/workflow platforms, low-code solutions, AI tools, and operational analytics to drive adoption, optimize processes, and deliver scalable business solutions.

Nice To Haves

• Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR equivalent experience.

Responsibilities

• Establish and maintain the shared change management practice for Capacity Shared Services, including common methods, templates, intake criteria, governance rhythms, stakeholder maps, change calendars, and measurement standards across AI and non-AI capacity initiatives.
• Translate recurring questions, escalation patterns, and stakeholder needs into scalable intake, triage, approval workflows, business requirements, user stories, acceptance criteria, roles, handoffs, and controls.
• Partner with Engineering and the Capacity practice to design, test, launch, integrate, and sustain enablement capabilities within the broader Capacity Operating System.
• Convert successful high-touch enablement motions into reusable intellectual property, templates, playbooks, and agents that can scale across Areas, segments, and partner motions.
• Lead change management across AI and non-AI capacity workstreams by assessing impacts, identifying affected audiences, developing communications, training, readiness, adoption, and reinforcement plans, and enabling leaders and change champions to drive successful adoption.
• Align leaders and change champions on the case for change, audience impacts, readiness milestones, adoption risks, and reinforcement actions to ensure sustained behavioral change.
• Coordinate contributors across Field, Partner, Customer Success, Engineering, Operations, and Capacity teams to drive alignment, manage dependencies, mitigate risks, facilitate decisions, and ensure successful execution.
• Drive transparency and consistency by sharing best practices, lessons learned, and reusable approaches across Capacity Shared Services.
• Own and continuously improve the central capacity escalation front door and concierge service, establishing clear intake, triage, routing, and approval processes across AI and non-AI capacity motions.
• Build and continuously improve self-service enablement tooling, including intake forms, AI-powered assistants, conversation guides, navigators, and playbooks that reduce manual effort and accelerate customer, partner, and field outcomes.
• Define and leverage success metrics including adoption, resolution time, self-service deflection, field readiness, stakeholder satisfaction, quality indicators, and sustained behavior change to prioritize investments, improve experiences, and reduce operational burden.
• Monitor program health, identify improvement opportunities, and drive data-informed decisions that increase scale and efficiency.
• Leverage Microsoft Copilot and purpose-built agents to accelerate content creation, intake and routing, stakeholder support, analysis, and reporting while promoting responsible AI adoption and agent-led ways of working.
• Drive modernization through automation, AI-enabled workflows, and scalable digital solutions that enhance productivity and operational effectiveness.
• Embody our culture and values.

Benefits

• 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 - $222,600 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level