About the role
Customer Escalation Management Own the lifecycle of high-priority PaaS capacity requests and escalations from intake through resolution. Drive customer-impacting requests through Unified Action Tracker (UAT) and other systems related capacity management systems. Partner with engineering and capacity teams to accelerate resolution of critical deployment blockers and quota requests. Identify and mitigate risks impacting customer deployments, revenue realization, and Azure consumption growth. Serve as the escalation point for complex PaaS scenarios involving constrained regions, zonal dependencies, and service-specific limitations. Deliver automation opportunities that reduce manual effort and improve scalability. Establish repeatable operational rhythms, governance forums, and reporting structures. Facilitate prioritization discussions between internal Azure services and external customer demand. Support weekly budget reviews and capacity allocation decisions across constrained regions and PaaS services. Build executive-level reporting on UAT and backlog health, escalation aging, approval rates, closure trends, service hotspots, and customer impact. Develop dashboards and metrics that improve visibility into PaaS service health and capacity readiness. Deliver business reviews and status updates to senior leadership and engineering stakeholders. Build trusted relationships with Product Group owners, Capacity PMs, Datacenter leads, and Field teams and leadership. Lead operational governance for Azure PaaS capacity workflows across engienering teams. Partner with Product Groups to define and document standardized escalation paths, approval mechanisms, ownership models, and service-specific routing
requirements. Drive prioritization frameworks balancing customer impact, business outcomes, capacity availability, and engineering constraints. Develop scenario-based playbooks and decision frameworks for capacity requests. Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement OR equivalent experience. Experience leading complex cross-functional initiatives across multiple engineering organizations. Experience in data analysis, reporting, and executive communication. Demonstrated ability to drive process improvements at scale. Proven stakeholder management and influence skills across multiple organizational levels. Experience working with Azure, cloud infrastructure, capacity planning, datacenter operations, or service delivery. Understanding of quota management, capacity planning, escalation management, or cloud service operations. Experience supporting customer-facing cloud workloads and high-impact escalations.
