Senior Capacity Program Manager
About The Position
Microsoft Customer and Partner Solutions (MCAPS) - Core accelerates customer outcomes and business growth by aligning product, engineering, marketing, sales, customer success, and partners around a common customer mission. Within MCAPS-Core, Customer & Commercial Success (CCS) brings together planning, execution, services, and field activation to help execute Microsoft’s commercial strategy and improve customer outcomes. Microsoft’s Cloud & AI Platforms organization is seeking a Senior Capacity Program Manager to lead end-to-end management of Azure Platform-as-a-Service (PaaS) capacity requests, customer escalations, and operational process improvements. The role connects Field, Engineering, Capacity Planning, Datacenter Operations, Support, and Product Groups so customers can deploy and scale Azure PaaS services in capacity-constrained environments. It drives operational excellence across intake, triage, prioritization, escalation, budget management, tooling, reporting, and automation, while improving the PaaS customer experience. The role requires thriving in ambiguity and influencing across organizational boundaries, with expertise spanning business operations, customer advocacy, technical acumen, and program management. Candidates who live within 50 miles of Microsoft’s Redmond campus are required to work in the office three days per week.
Requirements
- Bachelor’s degree in Business, Operations, Finance, or a related field and 6+ years of experience in program management, process management, or process improvement, or equivalent experience.
Nice To Haves
- Experience leading complex cross-functional initiatives across multiple engineering organizations.
- Experience in data analysis, reporting, and executive communication.
- Demonstrated ability to drive process improvements at scale.
- Proven stakeholder management and influence skills across multiple organizational levels.
- Experience working with Azure, cloud infrastructure, capacity planning, datacenter operations, or service delivery.
- Understanding of quota management, capacity planning, escalation management, or cloud service operations.
- Experience supporting customer-facing cloud workloads and high-impact escalations.
Responsibilities
- Own high-priority PaaS capacity requests and escalations from intake through resolution.
- Drive customer-impacting requests through the Unified Action Tracker (UAT) and other capacity-management systems.
- Partner with engineering and capacity teams to accelerate resolution of critical deployment blockers and quota requests.
- Identify and mitigate risks affecting customer deployments, revenue realization, and Azure consumption growth.
- Serve as the escalation point for complex PaaS scenarios involving constrained regions, zonal dependencies, and service-specific limitations.
- Lead operational governance for Azure PaaS capacity workflows across engineering teams.
- Partner with Product Groups to define and document standardized escalation paths, approval mechanisms, ownership models, and service-specific routing requirements.
- Drive prioritization frameworks that balance customer impact, business outcomes, capacity availability, and engineering constraints.
- Develop scenario-based playbooks and decision frameworks for capacity requests.
- Identify operational friction points, process gaps, and “paper cuts” across the PaaS ecosystem.
- Lead cross-functional workstreams to simplify intake, triage, approvals, and fulfillment workflows.
- Deliver automation opportunities that reduce manual effort and improve scalability.
- Partner with engineering teams on tooling enhancements, process integration, and workflow modernization.
- Establish repeatable operational rhythms, governance forums, and reporting structures.
- Partner with Capacity Planning, Datacenter teams, and Engineering stakeholders to understand supply constraints, budget allocation, and service health indicators.
- Facilitate prioritization discussions between internal Azure services and external customer demand.
- Support weekly budget reviews and capacity allocation decisions across constrained regions and PaaS services.
- Drive transparency around backlog trends, service demand, capacity gaps, and mitigation plans.
- Build executive-level reporting on UAT and backlog health, escalation aging, approval rates, closure trends, service hotspots, and customer impact.
- Create leadership-ready insights highlighting risks, opportunities, and capacity trends.
- Develop dashboards and metrics that improve visibility into PaaS service health and capacity readiness.
- Deliver business reviews and status updates to senior leadership and engineering stakeholders.
- Influence across engineering, support, field, capacity planning, and business operations organizations.
- Build trusted relationships with Product Group owners, Capacity PMs, Datacenter leads, Field teams, and leadership.
- Drive alignment on ownership, priorities, escalation criteria, and customer communication strategies.
- Act as a customer advocate while balancing Azure platform constraints and business priorities.
- Embody Microsoft’s culture and values.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
