{"id":3415638,"url":"https://alion.io/job/microsoft-supportability-program-manager","title":"Supportability Program Manager","company":{"id":18,"name":"Microsoft","domain":"microsoft.com","url":"https://alion.io/company/microsoft","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"B","score":83,"open_postings":380,"ghost_share":0.003,"stale_share":0.655,"repost_share":0.018,"time_to_fill_p50_days":29,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States","Las Colinas, United States","Fargo, United States","Charlotte, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":106400,"max":203600,"currency":"USD","period":"year","gross":null,"usd_annual":203600},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Azure","optional":true},{"name":"Copilot Studio","optional":true},{"name":"LLM","optional":true}],"status":"live","first_seen_at":"2026-08-26T19:39:48Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-03T13:53:21Z","board_verified":true,"closed_at":null,"days_open":68,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":68},"description":"OverviewWith 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.\nIn 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.\nThe 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.\nWe 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.\nThis 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.\nYou 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.\nMicrosoft’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.\nResponsibilities\nAI Solution Strategy & Technical Enablement\nTranslate business challenges and opportunities into well-defined AI use cases, solution concepts, experimentation approaches, and actionable requirements.\n\nBring a hands-on, solution-builder mindset to explore and validate AI capabilities through prototypes, workflows, agents, automation, skills and other appropriate approaches.\n\nAssess technical feasibility, solution options, dependencies, risks, and trade-offs to inform program and portfolio decisions.\n\nProvide technical guidance and constructive review of AI solutions and experiments, helping teams apply sound development, evaluation, security, and Responsible AI practices.\n\nContribute to the definition of reusable patterns, guidance, and guardrails that enable teams to experiment and innovate effectively across approved platforms and environments.\n\nApply knowledge of AI platforms, agents, orchestration, APIs, data and grounding, evaluations, telemetry, and integration patterns to improve solution design and decision-making.\n\nIdentify when solutions require deeper engineering involvement and partner with the appropriate teams to support their progression toward production and scale.\n\nProgram Execution and Cross Functional Collaboration\nDrive planning and execution of AI focused programs aligned to AI Business Transformation priorities.\n\nCollaborate with Support Planning, Supportability, Service Delivery, and Tools and Technology teams to ensure solutions meet real operational needs.\n\nManage timelines, dependencies, and risks across multiple initiatives.\n\nAct as a bridge between technical and business stakeholders, ensuring clarity and alignment.’\n\nProgram Leadership & Cross-Functional Execution\nDrive end-to-end execution of complex AI programs spanning multiple stakeholder groups, organizations, and technology platforms.\n\nManage strategic planning, execution milestones, dependencies, risks, and business readiness activities.\n\nServe as the connective tissue between business stakeholders, support organizations, engineering teams, and technology partners.\n\nCreate clarity amid ambiguity, driving alignment and informed decision-making across competing priorities.\n\nInsights, Measurement & Business Impact\nDefine success metrics, value frameworks, and performance indicators that quantify business outcomes and AI impact.\n\nLeverage operational, customer, and business data to uncover actionable insights and drive continuous improvement.\n\nBuild executive visibility through dashboards, reporting mechanisms, and portfolio health reviews.\n\nMeasure and communicate impact across productivity, cost efficiency, customer satisfaction, employee experience, and business performance.\n\nQualifications\nMinimum Required Qualifications:\nMaster'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)\no 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)\no 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).\nAdditional Required Qualifications:\nHands on experience building software solutions, automation, or workflows (e.g., APIs, scripts, low code tools, or AI based solutions).\nExperience in building AI agents, copilots, or automation scenarios.\nAbility to translate business needs into working prototypes and solutions.\nUnderstanding of software development lifecycle and experience working closely with engineering teams.\nFamiliarity with solution design or architecture concepts.\nEffective communication skills, with the ability to work across technical and non-technical stakeholders.\nAbility to manage multiple priorities in a fast-paced environment.\nProblem-solving skills and willingness to learn new technologies quickly.\nAdditional Preferred Qualifications:\nExperience building or experimenting with AI agents, copilots, or LLM-based solutions.\nFamiliarity with Microsoft technologies such as Azure AI, Copilot Studio, Power Platform, or similar tools.\nExposure to enterprise security, compliance, and Responsible AI practices.\nExperience defining telemetry, analytics, or performance measurement frameworks.\nBackground in customer support, service operations, or enterprise tooling.\nExperience working in agile or iterative development environments.\nOther Requirement: Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.\nCitizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.\nSupportability IC5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.\nCertain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:\nhttps://careers.microsoft.com/us/en/us-corporate-pay\nThis position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.\nMicrosoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. 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