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 exp…

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