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Microsoft Corporation Capability Planning and Requirements Lead in Los Angeles, California

Do you have a passion for simplifying the experience of global field roles in the support sales business by delivering operational excellence?

In this role you will be accountable for the business requirements, prioritization, and implementation roadmap of the support pricing interface - Unified Support Pricing (USP). This is the tool our global salesforce depends upon every day to establish pricing quotes by capturing and processing license spend information.

The Support Pricing Operations Organization is looking for talented individuals to join this growing team. Pricing is a complex and crucial aspect in the multi-billion-dollar support business.

Who we are?

The Support Pricing Operations Organization is part of Customer Success Business Operations (CSBO). Our goal is to Empower every person and every organization on the planet to achieve more by delighting customers and consistently exceeding their expectations…in every interaction through a connected customer experience. We are dedicated to delivering customer value through support and consumption while meeting our contractual obligations and delivering an outstanding customer experience with speed, efficiency, and innovation.

Customer Experience & Success

The CSBO organization sits within the Customer Experience & Success organization. CE&S consists of 31,000+ professionals worldwide. With customer experience being the next competitive differentiator, customers are looking for a true partner to guide their transformation. CE&S responsibility and accountability is to deliver a differentiated, connected customer experience that spans the entire customers lifecycle as we look to delight our customers and exceed expectations across every touchpoint. Through the successful implementation of our CX strategy, we will provide lasting impact for our customers by creating real-time value. Simply put, CE&S will bring the Connected Customer Experience to life.

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.


The ideal candidate on this role will need to partner with stakeholders across the business to determine business requirements and work with our dedicated engineering team to size and plan prioritization of workloads. You will then partner with the release manager who will lead the sprint cycle and testing plan to implement these features and workloads.

  • Roadmap Planning and Prioritization – You will work with a broad set of business stakeholders to gain insight and determine the priorities of new requirements and features.

  • Business Requirements Development – You will be accountable to identify feature owners to write Business Requirements Documents (BRDs) which you will review and utilize to work with our development team to assess feasibility and work effort of implementation.

  • Backlog Management – You will manage the backlog of requirements, features and fixes that need to be added to upcoming sprint releases.

  • Implementation Plan – You will own the accountability of determining when requirements, features and fixes land in which sprint release cycle. This will include re-assessing priorities as new demands surface. You will work in close partnership with the release manager who will lead the testing, implementation, and release of each sprint cycle.

  • Operationalizing Pricing of Future Offerings – In addition to managing the requirements of our current offering solution, you will be on point to build and implement the requirements of our future support offering(s)


Experience Required:

  • Extensive experience in delivering project, process, and system changes.

  • Proven track record of designing solutions.

  • Experience in writing comprehensive Business Requirements Documents (BRDs) that can be consumed by technical engineering teams

  • Experience in managing sprint development releases.

  • Competence in developing User Stories and Wireframes

  • Strong communicator.

  • High business and data acumen

  • Able to collaborate with and influence a range of stakeholders, both business and technical

  • Technical aptitude

  • Flexible and comfortable in ambiguity

  • Optimistic in the face of change

  • Poised under pressure

  • Big picture oriented

  • Customer Experience Focused

Preferred Experience:

  • Microsoft licensing understanding

  • Azure Dev Ops (ADO) experience for bug/feature tracking

  • Bachelors/Master's degree

  • Prosci certified or equivalent training

Location: US based - primarily remote.

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 (https://careers.microsoft.com/us/en/accommodationrequest) .

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