Customer Experience Program Manager II

Microsoft•,

2d•$102,100 - $219,200

About The Position

Empower customers to thrive on a leading cloud platform with the Azure Capacity team. In this role, you will help deliver on Microsoft's 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.

Requirements

Bachelor's 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.
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Nice To Haves

Master's 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 Bachelor's 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.

Responsibilities

Manage capacity planning and supportability activities for Microsoft's 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.