Microsoft

Customer Experience Program Manager -Surface Business Team

Microsoft$119K — $234K *
Consumer Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering or product management, data analysis, or product development.
  • Master's Degree in a related field AND 6+ years experience or equivalent experience.
  • Experience with business intelligence tools like Power BI for dashboard development.
  • Proven ability to translate business needs into actionable technical requirements.
  • Strong communication skills to convey complex business and technical insights.
  • Familiarity with SQL, Python, or AI tools for data analysis and automation.

Responsibilities

  • Architect and automate scalable capabilities and processes for Microsoft protection services.
  • Analyze market and customer data to identify trends and actionable business recommendations.
  • Own and enhance business intelligence and AI-enabled tooling for business performance insights.
  • Translate customer needs into business cases and technical requirements in collaboration with cross-functional teams.
  • Engage with stakeholders to gather insights and inform product and technology priorities.
  • Identify opportunities for process improvements and automation to enhance efficiency.
  • Communicate insights and business performance clearly to a diverse audience of stakeholders.

Benefits

  • Access to a range of health and wellness benefits.
  • Generous paid time off and holiday policies.
  • Opportunities for professional development and continuous learning.
  • Employee discounts on Microsoft products and services.
Full Job Description
Overview

We are looking for a Senior Customer Experience Program Manager who combines customer-centric thinking, strong business and data acumen, and technical fluency to translate insights into scalable solutions.

You will help shape and scale Microsoft Device Protection Plan experiences by translating customer, partner, market, and business insights into actionable product, tooling, and operational improvements.In this cross-functional role, you will partner with product, engineering, operations, sales, and other stakeholders to identify opportunities, develop scalable capabilities, and turn data into insights that inform business and product decisions. You will own and influence business intelligence and reporting solutions, translate business needs into technical requirements, and apply automation and AI-enabled solutions to improve partner experiences and operational effectiveness.You will serve as a trusted advisor, connecting customer and partner needs with technical and business opportunities and communicating insights and recommendations to a range of stakeholders.

Responsibilities
  • Serve as a senior innovation PM: Architect, automate, and improve scalable capabilities, tools, dashboards, and processes that enable partners and internal teams to operate and deliver Microsoft protection services more effectively (includes incentive programs, COGS management, underwriting & claims)
  • Analyze market, customer, partner, and business data to identify trends, opportunities, and areas for improvement, translating insights into actionable recommendations that support business growth and customer outcomes.
  • Own and evolve business intelligence, reporting, and AI-enabled tooling that provides insights into business performance, customer needs, and opportunities.
  • Translate business and customer needs into business cases and technical requirements, partnering with engineering, product, operations, and other stakeholders to develop scalable solutions.
  • Engage with customers and partners to understand needs, pain points, and emerging opportunities, assess their broader applicability, and inform product, process, and technology priorities.
  • Identify and address opportunities to improve implementation, adoption, and operational efficiency, determining when process improvements, automation, or AI-enabled solutions can help accelerate outcomes.
  • Communicate business performance, customer insights, recommendations, and opportunities clearly to technical, business, customer, partner, and leadership audiences.


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
  • Master'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 Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
  • Experience with business intelligence, analytics, and dashboard development, including tools such as Power BI, and translating data into actionable business recommendations.
  • Experience translating customer or business needs into business requirements, technical requirements, or scalable solutions while partnering across engineering, product, operations, and other cross-functional teams.
  • Ability to communicate complex business and technical insights clearly to customers, partners, technical stakeholders, and leadership.
  • Familiarity with SQL, Python, AI tools, or similar technologies for data analysis, automation, insight generation, or solution development.
  • Experience evaluating customer or business opportunities to identify scalable solutions, process improvements, or technology investments.


#W+DJOBS

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 $160,200 - $261,000 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.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

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Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ

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