Sr Supportability Program Manager

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · DevOps

In short

Microsoft is looking for a Sr. Supportability Program Manager to lead complex AI initiatives within Customer Support. This role requires advanced technical fluency and an AI solution-builder mindset to translate business opportunities into practical, scalable outcomes, driving AI adoption for customers and the world.

Responsibilities

Translate business challenges and opportunities into well-defined AI use cases, solution concepts, experimentation approaches, and actionable requirements.
Explore and validate AI capabilities through prototypes, workflows, agents, automation, and other approaches.
Assess technical feasibility, solution options, dependencies, risks, and trade-offs.
Provide technical guidance and constructive review of AI solutions and experiments.
Contribute to the definition of reusable patterns, guidance, and guardrails for AI experimentation.
Apply knowledge of AI platforms, agents, orchestration, APIs, data, evaluations, telemetry, and integration patterns.
Identify when solutions require deeper engineering involvement and partner with appropriate teams.
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.
Manage timelines, dependencies, and risks across multiple initiatives.
Act as a bridge between technical and business stakeholders, ensuring clarity and alignment.
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.
Create clarity amid ambiguity, driving alignment and informed decision-making.
Define success metrics, value frameworks, and performance indicators.
Leverage operational, customer, and business data to uncover actionable insights.
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.

Requirements

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 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 OR 8+ years related work experience.
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.
Ability to meet Microsoft, customer and / or government security screening requirements.
Pass Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Verification of citizenship due to citizenship-based legal restrictions, as the position supports United States federal, state, and/or local United States government agency customers.

Desired 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.

Benefits

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

Skills

AICustomer SupportAzure AICopilot StudioPower Platform

#AI#Customer Support#Program Management#Technical Support

About Microsoft

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Company

Microsoft

Job Posted

4 days ago

Employment Type

Full Time

Work mode

Hybrid

Salary

US$106,400–203,600 · Negotiable

Experience Level

Senior

Locations

United States

Qualification

Master, Bachelor

Applicants

Be an early applicant

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