Microsoft

Principal Customer Experience Program Manager

Microsoft$142K — $274K *
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or related field with 6+ years of relevant experience, or equivalent
  • 1+ year of customer-facing experience
  • Master's Degree in Engineering or related field with 8+ years of experience, or equivalent
  • 3+ years of customer-facing experience
  • 5+ years of people management experience
  • Familiarity with Large Language Models (LLMs) and agent development
  • Experience with modern software engineering practices in cloud technologies

Responsibilities

  • Develop and execute the operational demand strategy for Azure
  • Influence product investments to enhance supportability and quality
  • Provide technical leadership across various teams to address complex challenges
  • Lead AI-first initiatives to improve productivity through automation
  • Define success metrics and drive execution against measurable outcomes
  • Apply systems thinking to boost operational efficiency and automation
  • Foster an inclusive and high-performing culture aligned with Microsoft’s values

Benefits

  • Comprehensive healthcare coverage
  • Flexible work arrangements
  • Professional development opportunities
  • Employee wellness programs
  • Access to cutting-edge technology and resources
Full Job Description
Responsibilities
  • Develop and execute the operational demand strategy and roadmap to make Azure the most stable, reliable, and performant cloud.
  • Influence and drive product investments that eradicate operational demand, improve supportability and product quality, and enhance customer and engineer experiences.
  • Provide technical and strategic leadership across Product Groups, CSS, and Engineering teams to solve complex, cross-organizational challenges.
  • Lead AI-first transformation through AI agents, copilots, automation, and predictive insights to improve diagnostics, self-help, productivity, and support outcomes.
  • Ability to operate with urgency and deliver results in a fast-paced, highly ambiguous environment.
  • Define success metrics, establish accountability, and drive execution against measurable business outcomes.
  • Apply systems thinking and standardized approaches to solve problems at scale, accelerate automation, and continuously improve operational efficiency.
  • Foster an inclusive, high-performing culture while embodying Microsoft's Culture and Values.


Qualifications

Required Qualifications

  • Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
    • OR equivalent experience.
  • 1+ year(s) of customer facing experience.

Other Requirements
  • 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.


Additional qualifications

  • Master's Degree in Engineering, or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
  • 3+ years of customer facing experience.
  • 5+ years people management experience.
  • 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.


#EngOps #EngOpsACES

Customer Experience Engineering IC5 - The typical base pay range for this role across the U.S. is USD $142,800 - $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.

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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