Principal CX Program Manager
About The Position
As a Principal Customer Experience Program Manager in Azure Capacity Management, you will lead complex, high-impact customer and regional capacity programs as a senior individual contributor. You will connect customer demand, regional intelligence, engineering priorities, and infrastructure supply to support predictable Azure growth in the United States and globally. You will define strategy, address ambiguous cross-organizational challenges, and translate customer demand, business priorities, and infrastructure constraints into operating mechanisms, product requirements, and investment recommendations. The role requires influencing roadmaps and priorities without direct authority and representing Capacity Management in executive and strategic-customer forums. You will work with engineering, planning, supply chain, finance, field, sales, support, and customer success partners to reduce friction, improve regional health, and build scalable capacity experiences. Success is measured through improvements in time-to-capacity, regional health, customer satisfaction, and sustainable Azure consumption. The role offers the opportunity to build expertise in hyperscale cloud infrastructure, capacity economics, demand forecasting, supply planning, regional health, data-driven decision systems, AI-enabled automation, scalable operating models, and customer-experience transformation. The position is an individual-contributor role with no direct people-management responsibility.
Requirements
- Bachelor's degree in Computer Science, Engineering, Data Science, Math, Business, or a related field and 6+ 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 8+ years of experience in engineering, product/technical program management, data analysis, or product development, or equivalent experience.
- Bachelor's degree in Computer Science, Engineering, Data Science, Math, Business, or a related field and 12+ years of experience in engineering, product/technical program management, data analysis, or product development, or equivalent experience.
Responsibilities
- Define and drive multi-year capacity management strategies connecting customer demand, regional health, infrastructure supply, and business priorities to enable reliable and sustainable Azure growth.
- Lead complex customer and regional capacity programs from problem definition through measurable outcomes, including strategic customer onboarding, large-scale migrations, constrained-region planning, new workload launches, and time-sensitive escalations.
- Represent the Voice of the Customer by synthesizing customer feedback, demand signals, service telemetry, and escalation patterns into product requirements, investment recommendations, and experience improvements.
- Build partnerships across engineering, infrastructure, supply chain, capacity planning, forecasting, finance, field, sales, support, and customer success to clarify tradeoffs, align priorities, and guide decisions.
- Define success measures and operating KPIs for regional health, customer outcomes, time to capacity, supportability, utilization, and operational efficiency; use quantitative and qualitative insights to inform priorities, governance, and executive recommendations.
- Translate customer and operational needs into requirements for decision-support systems, analytics, AI-enabled workflows, automation, and self-service tools; partner with engineering teams to shape roadmaps, validate solutions, support adoption, and assess business impact.
- Create scalable policies, playbooks, review cadences, escalation models, and governance mechanisms.
- Serve as a trusted advisor and mentor, advancing customer focus, accountability, inclusion, cooperation, and continuous improvement without direct people-management responsibility.
Benefits
- Certain roles may be eligible for benefits and other compensation; additional benefits and pay information is available at the linked Microsoft careers page.
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What This Job Offers
Job Type
Full-time
Career Level
Principal
