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Sr Supportability Program Manager

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

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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
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Company

Microsoft

Job Posted

3 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

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