Senior Capacity Program Manager

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.

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