The Customer Experience Program Manager II role at Microsoft focuses on enhancing customer experience and capacity management within the Azure Capacity team. This position involves collaborating with various teams to ensure that cloud resources are effectively allocated to meet customer demands. The role emphasizes the use of advanced analytics and operational insights to improve customer outcomes and streamline processes. The ideal candidate will drive standards and optimize resource allocation across Azure regions.

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
• Ability to meet Microsoft, customer and/or government security screening requirements.
• Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 3+ years experience in engineering, product/technical program management, data analysis, or product development OR Bachelor's Degree in the same fields AND 5+ years experience in the same areas OR equivalent experience.
• 2+ years of experience managing cross-functional and/or cross-team projects to deliver business or customer outcomes.
• Demonstrated experience identifying customer or operational challenges and translating insights into prioritized process, system, or workflow improvements.
• Experience using data, analytics, and customer signals to identify trends, drive decision making, and improve operational effectiveness.
• Experience building partnerships and collaborating effectively across engineering, product, operations, and customer-facing teams.
• Proficiency using analytics and reporting tools such as Microsoft Power BI, Structured Query Language (SQL), or similar technologies.

• Manage capacity planning and supportability activities for Microsoft's first-party services across prioritized Azure regions.
• Monitor customer experience metrics, scorecards, and operational data to identify trends and recommend opportunities for improvement.
• Collaborate with infrastructure, planning, forecasting, engineering, and product teams to align capacity enablement activities with customer and business needs.
• Partner with stakeholders to improve systems, tools, and operational processes that support efficient capacity planning and demand management.
• Coordinate with cross-functional teams to identify, troubleshoot, and resolve capacity-related blockers impacting customer onboarding and service delivery.
• Support customer-facing and field organizations by providing insights and recommendations that help optimize resource planning.
• Contribute to an inclusive team culture by promoting collaboration, respect, and accountability.

• Employees at Microsoft are often offered comprehensive, “world-class” benefits—including health and mental-wellness programs, competitive pay with bonuses and stock awards, and retirement/savings options. Time-off and flexibility are common, with generous vacation and holidays, parental and caregiver leave, and flexible work schedules, alongside learning support, employee resource groups, product discounts, and matching-gifts/volunteering programs. Specific benefits can vary by region.