Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? Join Engineering Operations (EngOps) – the organization driving operational excellence across the Microsoft Cloud to strengthen quality, reliability, security, and customer trust. As part of EngOps, you’ll design solutions that prevent issues before they happen, embed AI-powered automation, and turn signals into actions that deliver measurable customer impact. Our culture of empowerment, inclusion, and growth mindset defines how we work.

The Azure Customer Reliability Engineering (CRE) team has combined a customer-first and engineering minded approach where we strive to design the complete customer experience from end-to-end. As part of Azure, we consistently innovate and create new solutions to solve some of our most strategic and challenging problems.

The GetHelp team, within CRE, is seeking a customer-obsessed, operationally rigorous Program Manager (L62) to drive the execution of GetHelp escalations. This role is pivotal in ensuring that the most complex and critical customer issues—those that have exhausted standard support channels—are triaged, managed, and resolved with urgency and excellence. As a GetHelp PM, you will engage directly with customers, field teams, engineering, and leadership, orchestrating solutions and building trust in Microsoft’s cloud platform.

The successful candidate will be able to demonstrate a strong customer obsession, operational rigor, and accountability, thriving in high-pressure and ambiguous situations. The ideal candidate excels at building trust through clear communication, empathy, and proactive stakeholder engagement. They are collaborative, adaptable, and influential—able to drive alignment across diverse teams and regions. With a growth mindset, they continuously seek to learn, improve processes, and deliver results, all while modeling leadership, ownership, and a commitment to operational excellence.

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.

By applying to this U.S. based position, relocation does not apply/is not provided for the role.

• End-to-End Case Management: Own GetHelp cases from intake through resolution, including scoping, acknowledgment, investigation, and closure. Ensure all cases are accurately documented and stakeholders are kept informed throughout the process.
• Stakeholder Engagement: Act as the central point of contact for customers, account teams, Product Groups (PGs), vendors, and leadership. Facilitate internal and external calls, coordinate calendars, and drive alignment on next steps.
• Customer-Facing Leadership: Lead or support customer confidence calls, especially during outages or high-impact events. Set clear expectations, communicate complex technical topics in accessible terms, and ensure customer concerns are addressed.
• Operational Excellence: Uphold and improve operational rigor by following and enhancing playbooks, standard operating procedures, and reporting mechanisms. Identify opportunities for process automation and efficiency.
• Cross-Functional Collaboration: Work closely with regional champions, cross-cloud partners, and CSS teams to resolve multi-faceted issues. Escalate and coordinate as needed to unblock cases and deliver customer outcomes.
• Continuous Improvement: Capture lessons learned, contribute to onboarding and knowledge management, and provide feedback and insights to improve the GetHelp program and Azure support processes.

Every day, our customers stake their business and reputation on our cloud. You can help Engineering Operations provide our customers with the world-class cloud services they need to succeed.

Required Qualifications:

• 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.

Other Qualifications:

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.

Preferred Qualifications:

• 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 Computer Science, Engineering, Data Science, Math, Business, or related field AND 5+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.

#EngOps

Customer Experience Program Mgmt IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 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 $131,400 - $215,400 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.