Program Manager 2


Location: Austin, Texas

Job Type: Full time


Show that gap who’s boss!
Women are 16% less likely than men to apply to a job once they’ve viewed it, but are 16% more likely to get hired after applying to a job.*
*LinkedIn Talent Solutions Gender Insights Report 2019

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.

Within CSCP, we are part of the Global Capacity team and our vision is to deliver the best capacity customer experience by intelligent and proactive management of all Microsoft cloud capacity.

This role will be responsible to transform, lead, develop and enable process and systems excellence across Global Capacity including Capacity Customer Experience to scale, derive synergies, translate them into process and systems roadmap, success metrics and, KPIs. The ideal candidate will be a Thought Leader with leadership experience with Customer focused process & systems transformation including Customer Satisfaction, Voice of Customer, CRM, Customer Support/Service and other customer focused process transformation along with strong program management, data and business analysis skills, with a proven track record for process reengineering, developing and deploying customer experience related systems and solutions that enable the business to scale. The candidate will be responsible for developing the To-Be business processes, defining capabilities needed, building roadmaps, success metrics, KPIs and working together with cross-functional Microsoft Cloud organizations and engineering teams jointly driving engineering initiatives needed to support the desired end-state.

This role will reside on the business side while being the conduit to engineering and across the Microsoft Cloud organizations. The candidate should be a self-starter with a strong work ethic, highly team-oriented, tenacious and focused on results. This is a highly collaborative role, where you will need to confidently work across the Microsoft Cloud organization at all levels to drive key initiatives and strategic projects that support the delivery of capacity.

You will have the opportunity to work with a cross functional team of business leaders and customer process owners on our journey to world class performance through the application of best-in-class customer experience principles, tools, and methodologies with an unrelenting focus on customer. This position requires a hands-on experienced individual with a good balance of technical, business, and leadership competencies. This position will also require a significant level of independent thought leadership and an ability to challenge existing strategies, processes, and execution elements to ensure all functional areas adhere to the Global Capacity vision.


Responsibilities include but are not limited to:

  • Build, scale and manage our Global Capacity and Capacity Customer Experience process excellence efforts across all the stakeholders cross functionally to drive the capability and systems roadmaps
  • Benchmarking internal and external best practices to identify and implement process reengineering and continuous process improvement/effectiveness initiatives
  • Understand customer experience trends and emerging differentiators across the industry ecosystem
  • Identify and develop opportunities to drive customer satisfaction
  • Develop, operationalize, and manage the framework for strategic CX program prioritization, initiation, resourcing, execution, adoption, and transition to run business
  • Develop and drive the vision and future state process & systems roadmap with clear articulation of business impact, success metrics, and KPIs for capabilities supporting Global Capacity while ensuring strong synchronization cross-functionally with stakeholder teams
  • Aggregate requirements across Global Capacity group and document the business requirements and process maps
  • Translate business requirements into a strategy for process improvements and/or systems solutions
  • As business owner for the respective program, ensure there is complete internal and cross-functional process alignments at all levels to drive the process changes
  • Work with engineering groups to define capabilities, schedules and resources needed
  • Partner with PMs and data engineers to develop valuable data-driven insights that will influence product and business decisions
  • Own the change management, internal and stakeholder alignment to support the deployment of new systems and automation within Global Capacity
  • Ability to deal with the ambiguity associated with working in a fast-paced and changing environment
  • Strong technical aptitude with excellent visual and verbal communication skills with ability to influence business and technical decision makers
  • Build relationships, gain consensus, remove tension/roadblocks and focus on the solution



  • Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field or in lieu of degree equivalent experience
  • 5+ years of combined experience in product management related to Cloud, Infrastructure capacity management, customer experience, CRM, major systems deployments and related functions in a hyper scale customer experience sector


  • MS degree in Computer Science, Engineering, Data Science, Math, Business, or related field
  • 3+ years of working experience with SQL, Power BI, Kusto, Python, or R.
  • 3+ years working in a global delivery model, vendor management and with offshore teams
  • Experience in the High-Tech industry and hyper scale cloud infrastructure preferred
  • Proven capabilities to drive positive business results through cross-group collaboration and partnerships
  • Excellent communicator (written and verbal) with ability to create and deliver executive friendly communications on complex solutions
  • Ability to interact with diverse technical and non-technical groups spanning all organizational levels


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.

#cscpjobs #gctjobs

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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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