Overview
Microsoft Customer and Partner Solutions (MCAPS) - Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
The Customer & Commercial Success (CCS) organization, an organization within MCAPS-Core, is the connected engine that turns Microsoft’s commercial strategy into execution at scale - making it simpler and faster for the field to win for every customer, in every segment, region, and role. The organization brings together planning, landing, execution excellence, services portfolio and delivery, and field activation across Account Team Unit (ATU), Solution Team Unit (STU), and Customer Success Unit (CSU) to accelerate customer value, drive growth, and strengthen the end-to-end experience across every customer moment.
Microsoft's Cloud & AI Platforms organization is seeking a highly motivated Senior Capacity Program Manager to lead the end-to-end management of Azure Platform-as-a-Service (PaaS) capacity requests, customer escalations, and operational process improvements.
In this role, you will serve as the connective tissue between Field, Engineering, Capacity Planning, Datacenter Operations, Support, and Product Groups to ensure customers can successfully deploy and scale Azure PaaS services in capacity-constrained environments. You will drive operational excellence across intake, triage, prioritization, escalation, budget management, tooling, reporting, and automation while improving the overall PaaS customer experience.
The ideal candidate thrives in ambiguity, can influence across organizational boundaries, and possesses a strong mix of business operations, customer advocacy, technical acumen, and program management expertise.
Candidates who live within 50 miles of Microsoft's Redmond campus will be required to work in the office 3 days per week.
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
Customer Escalation Management
- Own the lifecycle of high-priority PaaS capacity requests and escalations from intake through resolution.
- Drive customer-impacting requests through Unified Action Tracker (UAT) and other systems related capacity management systems.
- Partner with engineering and capacity teams to accelerate resolution of critical deployment blockers and quota requests.
- Identify and mitigate risks impacting 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.
PaaS Capacity Program Leadership
- Lead operational governance for Azure PaaS capacity workflows across engienering teams.
- Partner with Product Groups to define and document standardized escalation paths, approval mechanisms, ownership models, and service-specific routing requirements.
- Drive prioritization frameworks balancing customer impact, business outcomes, capacity availability, and engineering constraints.
- Develop scenario-based playbooks and decision frameworks for capacity requests.
Operational Excellence & Process Improvement
- Identify operational friction points, “paper cuts,” and process gaps 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.
Capacity Planning & Prioritization
- 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.
Analytics, Reporting & Executive Communications
- Build executive-level reporting on UAT and backlog health, escalation aging, approval rates, closure trends, service hotspots, and customer impact.
- Create leadership-ready insights that highlight 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.
Stakeholder Management
- Influence across engineering, support, field, capacity planning, and business operations organizations.
- Build trusted relationships with Product Group owners, Capacity PMs, Datacenter leads, and 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.
Other
- Embody our culture and values.
Qualifications
Required Qualifications
- Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement OR equivalent experience.
Preferred Qualifications
- 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.
Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400 - $222,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
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.
