Supportability Program Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

In Customer Support (CSS) our mission is to help customers get the most value from Microsoft products and services across the full support lifecycle. From onboarding and self-help to assisted support and long-term success, CSS plays a critical role in delivering reliable, high-quality support at global scale. 
The AI Business Transformation team focuses on building and scaling AI enabled solutions that improve support experiences for both customers and support agents. Our mission is to empower a future ready workforce by fostering innovation, connection, and practical AI adoption across MSS (Modern Solutions and Support). We work closely with engineering, supportability, service delivery, and business teams to bring AI solutions from idea to impact.

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.

Minimum Required Qualifications:

Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis) 
     o OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis) 
     o OR 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).

Additional Required Qualifications:
•    Hands on experience building software solutions, automation, or workflows (e.g., APIs, scripts, low code tools, or AI based solutions).
•    Experience in building AI agents, copilots, or automation scenarios.
•    Ability to translate business needs into working prototypes and solutions.
•    Understanding of software development lifecycle and experience working closely with engineering teams.
•    Familiarity with solution design or architecture concepts. 
•    Effective communication skills, with the ability to work across technical and non-technical stakeholders.
•    Ability to manage multiple priorities in a fast-paced environment.
•    Problem-solving skills and willingness to learn new technologies quickly.

Additional Preferred Qualifications:
•    Experience building or experimenting with AI agents, copilots, or LLM-based solutions.
•    Familiarity with Microsoft technologies such as Azure AI, Copilot Studio, Power Platform, or similar tools.
•    Exposure to enterprise security, compliance, and Responsible AI practices.
•    Experience defining telemetry, analytics, or performance measurement frameworks.
•    Background in customer support, service operations, or enterprise tooling.
•    Experience working in agile or iterative development environments.

Other Requirement: 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.

Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States  government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. 

Supportability IC5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 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 $137,600 - $222,600 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.