Principal CX Program Manager

Azure’s growth depends on making the right capacity available at the right time—and you can help turn the world’s most complex cloud infrastructure constraints into reliable customer outcomes. You will join the Azure Core Capacity Management team, where you will connect customer demand, regional intelligence, engineering priorities, and infrastructure supply to enable predictable growth across the United States and the global Azure fleet. You will work with engineering, planning, supply chain, finance, field, sales, support, and customer success partners to reduce friction, improve regional health, and build scalable capacity experiences that earn customer trust.

As a Principal Customer Experience Program Manager in Capacity Management, you will serve as a senior individual-contributor leader for complex, high-impact customer and regional capacity programs. You will define strategy, create clarity across ambiguous cross-organizational problems, and translate customer demand, business priorities, and infrastructure constraints into durable operating mechanisms, product requirements, and investment recommendations. You will represent Capacity Management in executive and strategic-customer forums, influence roadmaps and prioritization without direct authority, and drive measurable improvements in time-to-capacity, regional health, customer satisfaction, and sustainable Azure consumption.

This opportunity will allow you to deepen your expertise in hyperscale cloud infrastructure, capacity economics, demand forecasting, supply planning, and regional health. Strengthen your strategic and executive influence by brokering difficult One Microsoft decisions across engineering, infrastructure, supply chain, finance, field, and customer organizations. Build expertise in data-driven decision systems, AI-enabled automation, scalable operating models, and customer-experience transformation.

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.

• Define and drive multi-year capacity management strategies that connect customer demand, regional health, infrastructure supply, and business priorities to enable reliable and sustainable Microsoft Azure growth.
• Lead complex customer and regional capacity programs from problem definition through measurable outcomes, including strategic customer onboarding, large-scale migrations, constrained-region planning, new workload launches, and time-sensitive escalations.
• Represent the Voice of the Customer by synthesizing customer feedback, demand signals, service telemetry, and escalation patterns into product requirements, investment recommendations, and experience improvements that reduce recurring friction at scale.
• Build trusted partnerships across engineering, infrastructure, supply chain, capacity planning, forecasting, finance, field, sales, support, and customer success teams to clarify tradeoffs, align priorities, and guide decisions across organizational boundaries.
• Define success measures and operating key performance indicators for regional health, customer outcomes, time to capacity, supportability, utilization, and operational efficiency; use quantitative and qualitative insights to inform priorities, governance, and executive recommendations.
• Translate customer and operational needs into requirements for decision-support systems, analytics, Artificial Intelligence (AI)-enabled workflows, automation, and self-service tools; partner with engineering teams to shape roadmaps, validate solutions, support adoption, and assess business impact.
• Create scalable policies, playbooks, review cadences, escalation models, and governance mechanisms; serve as a trusted advisor and mentor who advances customer focus, accountability, inclusion, cooperation, and continuous improvement without direct people-management responsibility. 

Required Qualifications:

Customer Experience Program Mgmt IC5 - The typical base pay range for this role across the U.S. is USD $142,800 - $274,800 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 $188,000 - $304,200 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.