Senior Customer Experience Program Manager at Microsoft

Redmond, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Mar, 26

Salary

234700.0

Posted On

12 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Program Management, Data Analysis, Engineering, Product Development, Technical Engagement, AI Solutions, Microsoft 365, Continuous Improvement, Cross-Functional Collaboration, Executive Communication, Issue Resolution, Operational Efficiency, Customer Feedback, Service Improvement, Metrics Tracking

Industry

Software Development

Description

Overview Our mission is to help customers operate efficiently and confidently as they embrace the latest technology. Our team specializes in the Microsoft 365 suite including Copilot and thrives on solving complex challenges through engineering-led engagement. Together, we empower organizations to streamline operations, unlock new possibilities, and stay ahead in a rapidly evolving digital world. If you’re ready to make a real impact at the forefront of tech innovation, we’d love for you to join us on this exciting journey! We are seeking a Senior Customer Experience Program Manager to drive resolution acceleration and insights across Microsoft’s most critical customer engagements. This role centers on orchestrating engineering-led interventions for high-impact service issues, driving cross-functional triage, deriving product insights and ensuring rapid, repeatable outcomes across Modern Work platforms and AI. You will partner deeply with leadership, engineering, support, and field teams to streamline escalation pathways, implement proactive service improvement plans, and elevate customer confidence through precision-guided technical engagement. Your ability to synthesize complex signals, mobilize engineering resources, and deliver executive-level clarity will be essential to transforming issue resolution into a competitive advantage. 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 Rapidly assess customer challenges and mobilize best-fit resources to resolve them on a timely manner. This will often mean partnership with leaders, engineering teams, marketing, field and more Capture and synthesize customer feedback to drive continuous improvement in Microsoft 365 and Copilot services via partnerships with product owners Present executive-level updates and insights to senior leadership Define and track key metrics for issue resolution and customer satisfaction Continuously look for ways to improve our approach to customer success innovating in tooling, processes, use of AI and more Qualifications Required Qualifications: Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience. Preferred Qualifications: Experience with leveraging data to derive insights and improve operational efficiency. Ability to define data requirements needed for reporting and insights Interest in deepening your knowledge about M365 products to more deeply understand our customer needs, especially in the AI space Experience with AI solutions and M365 is a plus. Customer Experience Program Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $158,400 - $258,000 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

The Senior Customer Experience Program Manager will assess customer challenges and mobilize resources for timely resolution, while capturing feedback to drive improvements in Microsoft 365 and Copilot services. The role involves presenting updates to senior leadership and defining metrics for customer satisfaction.