OverviewAs
Principal Product Manager for Windows Supportability Intelligence, you'll lead the effort to establish supportability insights and AI capabilities that drive measurable improvements in product quality through the identification of support cases patterns, customer insights, and AI-powered analysis.
In this role, you will define how Windows measures and improves supportability at scale. You will build platforms that surface escalation patterns, identify recurring product gaps, and drive engineering accountability through data-driven insights and AI-powered analysis. Your work will directly improve customer satisfaction by ensuring issues are detected, diagnosed, and resolved faster.
This is a career-defining opportunity to transform Supportability as a fundamental part of the Windows product development cycle, with executive-level visibility and direct customer impact.
ResponsibilitiesPrincipal Product Manager, within the Windows and Devices organization; responsible to drive the strategy, design, development, and operation of Windows Supportability Intelligence dashboards, data pipelines, and AI agents that identify Windows components that generate escalations, surface actionable recommendations, and alert engineering leadership. You're expected to:
- Deliver product insights on emerging errors and customer support patterns, with anomaly detection for proactive engagement before issues become widespread.
- Leverage AI, product telemetry, and agentic analysis of frontline case patterns to automatically detect supportability gaps, recurring product bugs, and inefficiencies in escalation processes that are invisible through conventional reports.
- Partner directly with Windows component owners, Data Science teams, and Customer Support to define metrics that measure Windows ability to detect, diagnose, and repair malfunctions with minimal friction to users and support engineers.
- Establish and drive a Supportability governance framework ensuring new Windows features ship with required diagnostics, clear troubleshooting paths, and readiness for rapid incident response.
QualificationsRequired Qualifications: - Bachelor's Degree AND 8+ years experience in product/service/project/program management or software development
- OR equivalent 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.
Preferred Qualification:- Proven experience driving the creation of complex software solutions at scale across organizational boundaries, aligning engineering, and partner teams to deliver measurable outcomes.
- Proven experience building or owning data platforms, analytics systems, product health dashboards, or quality metrics at enterprise scale.
- Demonstrated expertise with AI/ML technologies including LLMs, anomaly detection, or intelligent automation applied to operational or product data.
- Experience with Windows telemetry, diagnostics, or servicing systems.
- Familiarity with support ecosystems including escalation workflows, incident management platforms, and CRM systems.
- Experience defining and driving cross-organizational governance frameworks or quality gates in large engineering organizations.
- Proficiency with data analysis tools and languages to query, visualize, and derive insights from large-scale operational data.
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Product Management 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.
