Microsoft’s Cloud business is experiencing explosive growth, and the Capacity, Supply Chain & Provisioning (CSCP) organization is responsible for enabling the infrastructure underlying this growth. Our mission is to deliver the world’s computer with an industry-leading supply chain. CSCP is responsible for strategic sourcing, customer demand forecasting, capacity planning and management, supply chain planning and execution, capacity provisioning, and decommissioning and dispositioning of datacenter assets worldwide.

The Global Capacity organization is a dynamic team working with customers across the globe in delivering to the promise of Microsoft cloud. The focus is on designing and implementing frameworks, processes, and systems to engage proactively with cloud capacity customers, fulfill capacity needs, manage cloud capacity risks, and improve overall customer experience.

We are looking for a passionate and knowledgeable Program Manager to join the Global Capacity Operations team. The Global Operations team is responsible for delivering the best cloud capacity customer experience by ensuring optimal, scalable, and compliant operations process and platform execution. The ideal candidate should have a solid engineering background with expertise in running mission critical (24/7) online services and a proven history in driving innovative solutions for scalability and operational excellence. As a Program Manager, you will work with the business and engineering teams to ensure customers have a seamless experience when accessing and deploying into the cloud.

Responsibilities

• Define and manage current E2E support policies and models; collaborate across partner teams to define engagement models and processes for a seamless customer experience
• 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
• Collaborate across a diverse set of business stakeholders to design and implement new cloud capacity features, process, and tools to enhance the customer experience
• Advisor for support policy and process issues

Qualifications

Required

• 4+ years of technical and business experience in the following or related areas: engineering program management, capacity optimization, program management, cloud capacity management
• BS in Computer Science, Operations, Engineering or equivalent

Preferred

• Understanding of cloud services, Azure Platform or operations within a cloud service architecture, deployment, and configuration
• Ability to troubleshoot and explain technical issues to both technical as well as non-technical stakeholders
• Self-driven, willing to take on big challenges, dealing with ambiguity and fast-changing conditions
• Customer obsession and empathy
• Experience working in a complex environment and across a diverse set of business, engineering, and operational stakeholders
• Familiarity with data analytics – understanding data relations and driving results from data
• Drive to continuously improve process and work methods
• Experience engaging with 24x7X365 support models
• Basic familiarity with capacity planning strategies and forecasts

CLOUD SCREENING REQUIREMENT:

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. 

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Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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