Supportability Program Manager

Overview 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.

We are looking for a Sr Supportability Program Manager with advanced technical fluency and an AI solution-builder mindset to drive complex AI initiatives and help accelerate the translation of business opportunities into practical, scalable outcomes.

This role combines program and portfolio leadership with hands-on technical capability, enabling the successful progression of AI initiatives from opportunity identification and experimentation through validation, adoption, and scale.

You will work across business and technical teams to shape solution approaches, assess feasibility and trade-offs, guide experimentation, and ensure initiatives are designed with the appropriate considerations for architecture, data, security, Responsible AI, evaluation, telemetry, and business value.

You will bring the technical depth needed to engage credibly in solution and architecture discussions, understand and challenge technical approaches, contribute to prototypes and early-stage solutions where appropriate, and provide guidance on AI development.

You will help create clarity on requirements, dependencies, technical risks, and readiness as initiatives grow and take root, partnering with engineering and technology teams where deeper engineering expertise or production development is required.

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

AI Solution Strategy & Technical Enablement

• Translate business challenges and opportunities into well-defined AI use cases, solution concepts, experimentation approaches, and actionable requirements.
• Bring a hands-on, solution-builder mindset to explore and validate AI capabilities through prototypes, workflows, agents, automation, skills and other appropriate approaches.
• Assess technical feasibility, solution options, dependencies, risks, and trade-offs to inform program and portfolio decisions.
• Provide technical guidance and constructive review of AI solutions and experiments, helping teams apply sound development, evaluation, security, and Responsible AI practices.
• Contribute to the definition of reusable patterns, guidance, and guardrails that enable teams to experiment and innovate effectively across approved platforms and environments.
• Apply knowledge of AI platforms, agents, orchestration, APIs, data and grounding, evaluations, telemetry, and integration patterns to improve solution design and decision-making.
• Identify when solutions require deeper engineering involvement and partner with the appropriate teams to support their progression toward production and scale.

Program Execution and Cross Functional Collaboration

• Drive planning and execution of AI focused programs aligned to AI Business Transformation priorities.
• Collaborate with Support Planning, Supportability, Service Delivery, and Tools and Technology teams to ensure solutions meet real operational needs.
• Manage timelines, dependencies, and risks across multiple initiatives.
• Act as a bridge between technical and business stakeholders, ensuring clarity and alignment.’

Program Leadership & Cross-Functional Execution

• Drive end-to-end execution of complex AI programs spanning multiple stakeholder groups, organizations, and technology platforms.
• Manage strategic planning, execution milestones, dependencies, risks, and business readiness activities.
• Serve as the connective tissue between business stakeholders, support organizations, engineering teams, and technology partners.
• Create clarity amid ambiguity, driving alignment and informed decision-making across competing priorities.

Insights, Measurement & Business Impact

• Define success metrics, value frameworks, and performance indicators that quantify business outcomes and AI impact.
• Leverage operational, customer, and business data to uncover actionable insights and drive continuous improvement.
• Build executive visibility through dashboards, reporting mechanisms, and portfolio health reviews.
• Measure and communicate impact across productivity, cost efficiency, customer satisfaction, employee experience, and business performance.

Qualifications

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 technologi