Customer Experience Program Manager II

Summary

Microsoft is a technology company whose Azure Capacity team helps ensure cloud resources are available for first-party services and prioritized customer workloads. The Customer Experience Program Manager II will manage capacity planning, customer experience analytics, technical program execution, systems transformation, and cross-functional processes to improve resource allocation and customer outcomes across Azure regions.

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

Skills

• 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
• 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

Qualifications

Must Haves

• 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
• 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

Benefits

• Certain roles may be eligible for benefits and other compensation.