Microsoft

Principal Customer Experience Program Manager - The Office Product Group

Microsoft • $142K — $274K *
Redmond, WA 98052In-Person
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Computer Science, Engineering, Data Science, or related field with 6+ years in relevant roles
  • Demonstrated experience in customer experience or technical program management with large enterprise customers
  • Proven ability to engage with CXO-level executives at Fortune 2500 organizations
  • Experience managing executive escalations and leading recovery engagements
  • Strong analytical skills to identify patterns and systemic issues
  • Hands-on experience using the product to validate quality and deepen understanding
  • Ability to operate amidst ambiguity and influence outcomes across teams

Responsibilities

  • Drive strategic customer engagements and represent the voice of the customer within the product team
  • Manage critical escalations and coordinate cross-functional responses for rapid resolution
  • Lead recovery engagements for at-risk accounts, assessing root causes and executing recovery plans
  • Gather and synthesize customer feedback into actionable insights for product teams
  • Identify systemic issues and work with engineering to implement quality improvements
  • Enable the adoption of AI capabilities, including Copilot, and share best practices with customers
  • Collaborate closely with engineering, product, and field teams to ensure a coherent customer experience

Benefits

  • Comprehensive health benefits and wellness programs
  • Generous PTO and parental leave policies
  • Employee development and training opportunities
  • Flexible work schedule and remote work options
  • Access to cutting-edge technologies and a vibrant work culture
Full Job Description
Overview

The Office Product Group (OPG) is looking for a Principal Customer Experience Program Manager to serve as the connective tissue between our largest, most strategic customers and the engineering and product teams who build Office and Copilot in Office. In this role you will own the end-to-end experience of priority accounts, turning frontline customer signal into product improvement, leading high-stakes recovery engagements, and accelerating adoption of our newest AI capabilities.

This is a high-visibility, high-impact role for someone who is equally comfortable in a CXO briefing and in the product telemetry. You will engage directly with executives at Fortune 2500 organizations, diagnose systemic friction, and drive measurable change across the product and the field. Curiosity, analytical rigor, and a hands-on instinct to actually use and test the product are essential to success.

Responsibilities

  • Drive strategic customer engagements. Build and own trusted relationships with our most strategic accounts, representing the voice of the customer inside the product group and the voice of the product to the customer.


  • Manage executive escalations. Act as the senior point of accountability for critical escalations, coordinating rapid, cross-functional response, communicating clearly with executive stakeholders, and driving issues to resolution.


  • Lead "Get to Green" recovery engagements. Own customer recovery for critical, at-risk accounts: assess root causes, build and execute a structured recovery plan, align engineering, product, FastTrack, and field partners, and restore customer health and confidence.


  • Gather and synthesize customer feedback and product asks. Systematically capture feedback, feature requests, and unmet needs; translate them into clear, prioritized, well-evidenced input for product and engineering teams.


  • Identify systemic issues and improve product quality. Move beyond one-off fixes, analyze patterns across accounts and signals to surface systemic problems, then partner with engineering to drive durable quality improvements.


  • Enable adoption of Copilot in Office. Help customers successfully adopt and scale Copilot and our newest AI capabilities within Office, removing blockers and sharing best practices that unlock value.


  • Partner across the organization. Work shoulder-to-shoulder with engineering, product, FastTrack, and field teams, and partner closely with product groups beyond OPG, such as Copilot, to align on priorities, close the loop on customer commitments, and deliver a coherent customer experience.


  • Test and pressure-test the product. Use the product deeply and hands-on, replicating customer scenarios to validate quality, anticipate issues, and ground your recommendations in firsthand experience.


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.


Preferred Qualification:
  • Demonstrated experience in customer experience, customer success, technical program management, or a related discipline working with large enterprise customers.
  • Demonstrated ability to engage and build credibility with CXO-level executives at Fortune 2500 organizations.
  • Demonstrated track record managing executive escalations and leading recovery or "turnaround" engagements for critical accounts.
  • Demonstrated analytical skills - able to work with data and telemetry to identify patterns, isolate systemic issues, and build evidence-based recommendations.
  • Curiosity and a hands-on mindset - a genuine drive to understand how the product works, to use and test it directly, and to get to the root of problems.
  • Cross-functional collaboration and communication skills, with experience effectively partnering across engineering, product, and field organizations.
  • Cross-team collaboration, a proven connector who builds trust-based partnerships and works closely with other product groups beyond OPG, such as Copilot, to drive shared customer outcomes.
  • Ability to operate with ambiguity, balance multiple high-priority accounts, and drive outcomes without direct authority.
  • Experience enabling enterprise adoption of Copilot and related AI capabilities at scale.
  • Familiarity with the Office / Microsoft 365 ecosystem and the FastTrack and field engagement models.
  • Experience designing and creating customer-led evaluations ("evals") to measure and improve product quality and AI performance, a plus.
  • Background partnering directly with engineering teams on product quality and roadmap influence.


Customer Experience Program Mgmt 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
Enterprise Technology
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ
MSFT
* Ladders Estimates

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