Senior Customer Experience Program Manager
Role Overview
Azure Fleet Platform Capacity Operations connects customer demand with infrastructure supply across Microsoft’s cloud footprint.
The team drives capacity planning, allocation, risk management, and optimization to support reliable and predictable cloud services.
The Senior Program Manager works with engineering, customer and service owners, and 24x7 support vendors to improve capacity customer experience and operational support.
Key Skills for This Role
Full Job Posting
Team and role overview
Azure Fleet Platform Capacity Operations connects customer demand with infrastructure supply across Microsoft’s cloud footprint.
The team drives capacity planning, allocation, risk management, and optimization to support reliable and predictable cloud services.
The Senior Program Manager works with engineering, customer and service owners, and 24x7 support vendors to improve capacity customer experience and operational support.
Responsibilities
- Analyze customer satisfaction and quality data to track support effectiveness and health.
- Address customer-impacting support process, data, and system gaps.
- Monitor operational metrics and drive process improvements.
- Work with engineering, product, and business teams to improve systems, automation, and efficiency.
- Partner with platform teams to address capacity reliability issues and prevent customer failures.
- Act as technical advisor and escalation point for issues beyond vendor operations’ capabilities.
- Collaborate with Azure engineering and business stakeholders to design deployment and platform capabilities.
- Facilitate industry-standard root-cause analysis for premium customers.
Required qualifications
- Bachelor’s degree in Computer Science, Engineering, Data Science, Mathematics, Business, or a related field and 5–8 years of relevant experience, or equivalent experience.
- Must meet Microsoft, customer, or government security screening requirements, including the Microsoft Cloud Background Check at hire or transfer and every two years thereafter.
Preferred qualifications
- Relevant master’s degree with 6+ years of relevant experience, relevant bachelor’s degree with 8+ years, or equivalent experience.
- 7+ years of technical and business experience in engineering, program management, capacity management or optimization, or cloud capacity management.
- Azure platform or operations experience in cloud service architecture, deployment, and configuration.
- Deep understanding of cloud services, usage scenarios, and implementations; experience with cloud engineering teams is preferred.
- Ability to troubleshoot technical issues, explain complex scenarios clearly, resolve customer issues, and influence long-term success plans.
About Microsoft
Microsoft’s stated mission is to empower every person and organization to achieve more, with values including respect, integrity, accountability, collaboration, and inclusion.
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