Business Program Manager - Organic Capacity Demand

Overview

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 ATU, STU, and CSU to accelerate customer value, drive growth, and strengthen the end-to-end experience across every customer moment.

The Capacity Shared Services team builds and operates the shared tooling, data, predictive insights, demand-management practices, and operating processes used across Microsoft's AI and non-AI capacity functions. As a lean Functional Center of Excellence, the team owns the "how" of capacity management by creating one connected operating system from demand intake and prioritization through routing, decisioning, reporting, escalation, and field enablement. By providing common capabilities once for use across AI Capacity, Non-AI Capacity, and White Glove, the team reduces fragmented processes, manual reporting, tool sprawl, and dependency on individual heroics while establishing a common data and reporting backbone, demand-driven intake, self-service workflows, and forward-looking signals. This enables the capacity organization to match constrained supply with the highest-value demand, improve the customer and field experience, accelerate decision-making, and manage capacity as one end-to-end business from demand through delivery.

Want to help shape the AI era? AI and cloud technologies are transforming industries, and Microsoft helps customers seize that opportunity. Trusted for mission-critical workloads, Azure provides a secure, responsible path to build with AI - with AI and non-AI capacity as a strategic lever for success.

As the Business Program Manager - Organic Capacity Demand, you will help create and scale the programs that make capacity planning a standard part of commitment planning and strategic pursuit execution. You will translate capacity requirements into clear, repeatable field motions that help account teams identify customer demand earlier, improve preferred-region and workload planning, and reduce capacity-related risk before and after customer commitments are made.

This is a hands-on program-building role. You will work across sales, finance, customer success, capacity, and engineering teams to design practical guidance, operating rhythms, enablement, reporting, and delivery offers that make the right field behavior easy to understand and repeat. A key part of the role will be shaping capacity-specific customer engagements.

This important role sits within Capacity Shared Services in MCAPS Core, where AI and non-AI capacity are managed as one business under the One Capacity approach. You will partner with MACC, Strategic Pursuit Team, delivery, sales, customer success, and capacity stakeholders to move capacity planning from a late-stage escalation activity to an embedded component of account planning, deal shaping, customer success, and consumption execution.

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.

Responsibilities

Program Strategy & Framework Development

• Create, launch, and continuously improve scalable program frameworks that integrate capacity planning into Azure commitments, renewals, and strategic pursuit motions.
• Establish governance models, planning milestones, ownership structures, and decision-making processes that drive consistent execution.
• Develop repeatable operating models that enable efficient capacity planning, forecasting, and execution across Capacity Shared Services

Cross-Functional Leadership & Stakeholder Management

• Partner with program teams, account teams, capacity experts, and business stakeholders to define planning requirements, ownership, handoffs, risks, and dependencies.
• Drive alignment across highly matrixed organizations and influence stakeholders without direct authority.
• Coordinate cross-functional execution, remove blockers, manage escalations, and ensure accountability for key business outcome.

Field Enablement & Change Management

• Translate complex capacity planning processes into field-ready guidance, playbooks, templates, training materials, and communications.
• Drive adoption and execution consistency across Areas, Operating Units, segments, and account teams.
• Lead change management efforts that improve planning quality, workload readiness, and operational effectiveness.

Customer Offering Design & Delivery Excellence

• Define and launch capacity-focused customer delivery offerings, including engagement models, customer journeys, intake processes, and success measures.
• Partner with Unified, Industry Solutions Delivery, Services Sales, and capacity stakeholders to operationalize scalable delivery models.
• Ensure offerings improve customer outcomes, execution quality, and business impact.

Operational Excellence & Rhythm of Business

• Embed capacity planning into Azure commitment reviews, strategic pursuits, pipeline reviews, consumption planning, readiness checkpoints, and post-signature execution processes.
• Track milestones, dependencies, risks, and action plans to support high-priority customer opportunities.
• Drive governance, reporting, and business management processes that improve predictability, accountability, and execution excellence.

Business Insights & Continuous Improvement

• Lead pilots and leverage scorecards, performance metrics, operational data, and stakeholder feedback to evaluate program effectiveness.
• Analyze trends, identify opportunities, and recommend improvements that enhance planning quality, adoption, utilization, and customer outcomes.
• Convert successful practices into scalable global motions that improve business performance and operational efficiency.

AI-Powered Innovation & Automation

• Leverage Microsoft Copilot and purpose-built AI agents to accelerate program design, automate reporting, generate field guidance, and synthesize stakeholder feedback.
• Champion AI-powered ways of working that increase efficiency, scalability, and decision-making effectiveness.
• Drive innovation through automation, reusable assets, and modern operating practices that improve organizational productivity.

Other

• Embody our culture and values.

Qualifications

Required:

• Bachelors Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience

Preferred:

• Experience creating, launching, or improving cross-functional business programs, field programs, customer-success motions, or operational processes.
• Demonstrated ability to convert complex business or technical requirements into practical guidance, workflows, templates, enablement, and measurable execution plans.
• Experience coordinating stakeholders across sales, customer success, services, operations, engineering, or product teams without direct authority.
• Familiarity with Azure or cloud business processes, including consumption planning, customer demand planning, account planning, or capacity management.
• Strong project management skills, including workback planning, dependency tracking, risk management, stakeholder communications, and follow-through.
• Analytical skills and experience using operational data, dashboards, or scorecards to identify gaps, measure adoption, and improve program performance.
• Strong written and verbal communication skills, with the ability to create concise, field-ready content for both business and technical audiences.
• Exposure to customer success, services, consulting, or other repeatable customer-delivery programs.
• Experience supporting enablement, adoption, or program operations, with familiarity using reporting, workflow, or project-management tools.
• Experience applying Microsoft Copilot or AI agents to program operations, content development, analysis, or reporting.
• Comfort working in an evolving environment and learning new processes as the program and delivery model matures.

Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 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 $125,000 - $206,400 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.