Principal Customer Experience Program Manager

Engineering Operations (EngOps) is responsible for ensuring Azure can scale reliably, efficiently, and profitably while delivering world‑class customer outcomes. A core lever in achieving this is understanding, forecasting, and structurally reducing operational demand across Azure. We are looking for a senior individual contributor who will serve as the single‑threaded owner for Azure support volume intelligence. This role sits at the intersection of data, finance, and engineering execution. You will deeply understand volume trends and drivers across Azure, produce and maintain accurate forecasts, translate volumes into financial commitments, and most importantly, surface and burn down concrete, engineering‑led opportunities that materially reduce support demand. Success in this role is measured by credibility of forecasts, clarity of financial linkage, and sustained reductions in Azure support volume delivered through engineering and platform changes.