Principal Customer Experience Program Manager at Microsoft

Redmond, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Mar, 26

Salary

274800.0

Posted On

21 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, AI, Problem Solving, Engineering, Data Analysis, Product Development, Cross-Functional Management, Technical Leadership, Continuous Improvement, Systems Thinking, Automation, Inclusive Leadership, Software Engineering, Cloud Technologies, Structured Problem Solving, Supportability

Industry

Software Development

Description

Overview Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? Join Engineering Operations (EngOps) – the organization driving operational excellence across the Microsoft Cloud to strengthen quality, reliability, security, and customer trust. As part of EngOps, you’ll design solutions that prevent issues before they happen, embed AI-powered automation, and turn signals into actions that deliver measurable customer impact. Our culture of empowerment, inclusion, and growth mindset defines how we work. You will have ample opportunities to participate in all stages of our engineering lifecycle - from initial research and discovery, quick iteration on promising concepts, solution prototyping, and development, all the way through successful service rollout and Live Site support. Every day, customers stake their business and reputation on our cloud. You can help EngOps keep them secure, resilient, and ready. Microsoft’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. Responsibilities Develop and execute Supportability strategic and roadmap to make Azure the most stable, reliable, and performant cloud. Influence product investment in Supportability and provide technical leadership for engineers across multiple teams. Define what success looks like, how we measure it, and how we get there. Drive continuous improvement to customer and engineer experience via empowerment and accountability leading executive reviews. Apply systems thinking and standards approach to solve problems at scale, and through automation. Foster a healthy and inclusive team environment. Embody our Culture and Values. Qualifications Required Qualifications: Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience. 1+ years of experience reading or writing code (e.g., sample applications, learning projects, product demonstrations, documentation). 3+ years experience managing cross-functional and/or cross-team projects Other Qualifications: 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. Preferred Qualifications: Familiarity with Large Language Models (LLMs), agent development, model evaluation techniques, or human‑in‑the‑loop workflows. Experience designing and delivering solutions using modern software engineering practices and cloud technologies in ways that support accessibility, scalability, and customer needs. Effective communication and inclusive leadership skills, enabling clear partnership with diverse teams, stakeholders, and customers. Commitment to continuous learning, including exploring emerging technologies and applying them to address business and customer challenges. Familiarity with program‑management practices across different software development services, methodologies, and delivery models. Understanding of engineering best practices used in cloud‑based services. Experience applying structured problem‑solving approaches, including pilots, prototypes, experimentation frameworks, or iterative testing. Experience implementing Supportability‑by‑Design principles to enhance customer experience and support service reliability. Customer Experience Program Mgmt IC5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 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 $188,000 - $304,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft 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. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

Develop and execute strategic roadmaps to enhance Azure's stability and reliability. Drive continuous improvement in customer and engineer experiences through empowerment and accountability.