Microsoft Corporation Program Manager, Capabilities, Offerings & Support Transformation, WW DSS in Redmond, Washington

The Offerings & Support Transformation (OST) team in Enterprise Services (a division of WW Digital, Services, and Success) is looking for a highly skilled Program Manager to drive capabilities and next-generation experiences for our Enterprise Services delivery personnel.

You will be a key lead representing capability and experience needs for thousands of Services’ customer relationship managers. Your job: create the best experiences for those who in turn provide Microsoft’s Enterprise Customers their best experience.

What is a Capability Manager?

  • One who can orchestrate a capability or set of capabilities across business stakeholders, represent the overall business and experience needs to engineering teams, then validate that those needs are met once delivered

  • One who utilizes empathy to negotiate and build consensus across diverse, global stakeholders

  • One who employs a human-centered design mindset allowing for a holistic view of the customer and field experience.

  • One who optimizes for rapid throughput, listening and adaptation in response to rapidly changing business needs.

About our Team

  • Our team delivers end-to-end field capabilities and experiences fueling:The current Premier Support business in Microsoft Services

  • The active major re-envisioning of Premier Support (aka the Unified Support program)

  • Product Mastering and Management (Support & Consulting)

How do we work?

  • We value fast-failure and adaptation.

  • We see ambiguity and uncertainty as opportunities to drive clarity.

  • We believe in autonomy, mastery, and purpose.

  • Our teams are self-managing. We work in cross-discipline and global teams - always.

  • We measure ourselves on delivery of value, period.

  • We keep the shark moving forward - always.


  • Stakeholder management including orchestration across business and process stakeholders to document capabilities and scenarios for delivery across multiple engineering partner teams

  • Communication management including creation of listening channels and communication across and outside the primary organization all the way to field users

  • Demand management including requirements gathering, prioritization and trade-off alignment across teams

  • Roadmap management including backlog management of scenarios and feature reviews to deliver on customer needs through release deployment

  • Business value management through documented success criteria, metrics and KPI’s

  • Actively participate and manage user acceptance testing

  • Program manage across multiple work-streams and make complex tradeoffs to deliver the best possible outcomes for our field users, end customers and Microsoft overall


  • Minimum of 4 years working as a capability manager, relationship manager, business-systems analyst, or other related business discipline defining, driving, testing and releasing software products.

  • Strong strategic leadership and analytical skills, including ability to assess critical risks and trade-offs.

  • Demonstrated flexibility - willing to fill in the gaps rather than relying on others where necessary.

  • Demonstrated ability to seamlessly manage across disciplines; engineering, process, BI, data mastering and others.

  • Bachelor’s degree, or equivalent

  • Enterprise Services experience preferred.

  • PMP certification or SCRUM Master experience preferred . SCRUM is not just for software anymore.

  • Creative and innovative thinking preferred . We want someone compelled to think around corners and challenge the status quo.

  • Familiarity with cloud technologies and SDLC preferred

Location: You will be based in Issaquah, WA, near Microsoft headquarters.

Microsoft Digital, Services, and Success

With 23,200+ employees globally, Microsoft Digital, Services, and Success is one of the company’s largest groups, serving customers in 191 countries and 46 languages. Simply put, we​ ​help customers and partners get the most out of their technology investments by delivering their voices back to our business groups to make our technology even better—and by accelerating their transformation journeys to become digital businesses. For more information, visit

Join us and be one who empowers billions! That’s incredible reach . When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.