Program Manager

Job Description

This team is responsible for managing the operational and technical side of executive escalation risk within Microsoft Support. The role focuses on identifying high-risk Azure support cases, managing Azure transition and exception requests, and partnering across support, engineering, and account teams to drive resolution before issues escalate. Responsibilities Manage Azure transition and out-of-policy exception requests from intake through completion. Support Azure subscription transitions across CSP, EA, and MCA-E purchasing channels. Validate customer, partner, subscription, tenant, billing, and approval data using Microsoft commerce systems and internal tools. Provide guidance to customers, partners, and account teams on Azure subscription, billing, entitlement, and transition requirements. Manage request backlogs, coordinate stakeholders, and ensure timely resolution of complex issues. Track approvals, documentation, and operational activities in Azure DevOps. Create reporting to measure request volume, approval trends, revenue impact, and operational performance. Partner with support, engineering, and commerce teams to improve processes and reduce escalation risk.

Skills and Requirements

Experience supporting or engineering within Azure Commerce, Azure subscriptions, billing operations, or Microsoft commerce platforms. Strong understanding of Azure tenants, subscriptions, account structures, purchasing models, and billing relationships. Hands-on experience validating complex approval data, billing information, subscription records, and customer documentation using commerce support systems. Knowledge of Azure purchasing agreements including CSP, EA, and MCA-E. Experience using Azure DevOps or similar work management tools. Strong analytical, problem-solving, organizational, and communication skills. Ability to manage multiple priorities and communicate effectively with both technical and non-technical stakeholders. Previous Microsoft support experience, particularly supporting Azure subscriptions or commerce operations. Experience managing high-priority customer issues, escalations, or support operations. Familiarity with Microsoft CSS environments and processes.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].