CX Program Manager II

Microsoft • ,

10d • $102,100 - $219,200

About The Position

The Customer Experience Program Manager II will work with Microsoft's Azure Capacity team to help ensure first-party services and prioritized customer workloads have the cloud resources they need. The position operates at the intersection of customer experience, capacity management, technical program execution, and systems transformation, collaborating with global engineering, product, infrastructure, planning, forecasting, field, and customer-facing teams.

The role drives standards, tools, reporting, intake, and fulfillment processes for capacity requests; partners with service owners to resolve blockers; and supports resource allocation across Azure regions. It also defines requirements for systems and operating mechanisms that scale decision-making, develops customer- and region-specific levers, and supports growing customer demand. The position contributes to Microsoft's inclusive culture and requires passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Requirements

• Bachelor's degree in Computer Science, Engineering, Data Science, Math, Business, or a related field and 2+ years of experience in engineering, product/technical program management, data analysis, or product development, or equivalent experience.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Nice To Haves

• Master's degree in Computer Science, Engineering, Data Science, Math, Business, or a related field and 3+ years of experience in engineering, product/technical program management, data analysis, or product development; or bachelor's degree in one of those fields and 5+ years of such experience; or equivalent experience.
• 2+ years of experience managing cross-functional and/or cross-team projects to deliver business or customer outcomes.
• 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 across engineering, product, operations, and customer-facing teams.
• Proficiency with analytics and reporting tools such as Microsoft Power BI, SQL, or similar technologies.

Responsibilities

• Manage capacity planning and supportability activities for Microsoft's first-party 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 affecting customer onboarding, growth, and service delivery.
• Support customer-facing and field organizations with insights, guidance, and recommendations to optimize resource planning and accelerate customer success.
• Promote collaboration, respect, and accountability and contribute to an inclusive team culture.

Benefits

• Certain roles may be eligible for benefits and other compensation; further information is available through the linked Microsoft benefits and pay information page.

What This Job Offers

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