Senior Customer Experience Program Manager

Overview
Capacity Operations Team within Azure Fleet Platform is responsible for connecting customer demand with infrastructure supply across Microsoft's global cloud footprint. The team enables reliable, scalable, and predictable cloud capacity for Azure and other Microsoft cloud services by driving capacity planning, allocation, risk management, and optimization.
Working closely with customers, engineering, and infrastructure teams, the Capacity Team develops the frameworks, processes, and systems required to deliver an exceptional capacity experience. The team focuses on forecasting demand, mitigating capacity risks, improving utilization, and ensuring customers can successfully deploy and scale their workloads in the Microsoft Cloud. Through data-driven insights, automation, and operational excellence, the Capacity Team helps ensure Microsoft's cloud capacity is available where and when customers need it most.
We are looking for a passionate and knowledgeable Senior Program Manager to join the Capacity Operations team. The Capacity Operations team is responsible for delivering the best capacity customer experience by ensuring an optimal and reliable platform, world-class customer support, and scalable and compliant operations process. This role collaborates with multiple stakeholders, including engineering, customer owners, service owners, 24x7 support vendors to drive innovation for operational support.
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.
Responsibilities
Track overall support effectiveness and health, analyzing customer satisfaction and quality data.
Address support process, data and system gaps impacting the customer.
Monitor key operation metrics and drive operation process improvements.
Provide visibility to process and system issues, collaborating with engineering/product/business teams to drive improvements, automation, and efficiency.
Provide visibility to platform capacity reliability issues and collaborate with platform teams to eliminate customer failures as it relates to capacity.
Technical advisor/escalation for issues outside of the vendor operations knowledge and capability.
Collaborate across a diverse set of business stakeholders, including the Azure engineering team, to design new deployment and platform capabilities.
Facilitate industry-standard Root Cause Analysis (RCA) for premium customers
Qualifications
Required Qualifications:
Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND (5-8 years)experience in engineering, product/technical program management, data analysis, or product development
OR equivalent experience.
Other Requirements
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Preferred Qualifications
Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ 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 8+ years experience in engineering, product/technical program management, data analysis, or product development
OR equivalent experience.
7+ years of technical and business experience in the following or related areas: engineering, program management, capacity management, capacity optimization, program management, cloud capacity management.
Azure Platform or Operations within a cloud service architecture, deployment and configuration.
Deep understanding of cloud services, usage scenarios and implementations. Experience working in or with cloud engineering teams preferred.
Ability to troubleshoot technical issues, synthesize complex issues/scenarios into easy-to-understand concepts and drive quick customer resolution and influence the long-term success plan.
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This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Work arrangement
No