Microsoft

Senior Customer Experience Program Manager

Microsoft$119K — $234K *
Enterprise 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 with 4+ years experience in related fields or equivalent experience.
  • Proven ability in enterprise customer engagement or program delivery roles.
  • Experience managing complex customer interactions in Windows Client/Server environments.
  • Expertise in incident management and post-incident analysis.
  • Demonstrated commitment to identifying customer pain points and driving resolutions.
  • Experience using Microsoft support tools to improve customer experiences.
  • Familiarity with scripting and automation tools for customer processes.

Responsibilities

  • Lead end-to-end customer onboarding, delivery, and retention processes to meet program goals.
  • Coordinate engineering escalations and project advisories to enhance service reliability.
  • Conduct regular service reviews and change communications to ensure transparency and success.
  • Capture and relay customer feedback to product teams, advocating for user needs.
  • Identify improvement opportunities to drive program growth and assist sales efforts.

Benefits

  • Flexible work arrangements to support work-life balance.
  • Access to Microsoft’s extensive training and development programs.
  • Opportunities for career advancement within a global tech leader.
  • Health and wellness benefits, including medical, dental, and vision coverage.
  • Employee discounts and lifestyle perks.
Full Job Description
Responsibilities

Senior Customer Experience Program Manager, within Microsoft Mission Critical Services (MCS) for Windows; responsible for leading strategic customer engagements that drive adoption, satisfaction, and feedback for Windows enterprise solutions. You're expected to:
  • Lead end-to-end customer engagement lifecycles, from onboarding through delivery and retention, ensuring alignment with program goals and excellence in execution.
  • Orchestrate capability delivery by coordinating engineering escalations, critical project advisories, and post-incident reviews to resolve issues and improve service reliability.
  • Facilitate regular service reviews, change communications, and governance syncs to maintain transparency and drive customer success.
  • Advocate for customer needs by capturing and relaying feedback to engineering and product teams, facilitating customer feedback sessions, and submitting design change requests, when needed.
  • Drive program growth by identifying improvement opportunities, supporting sales engagements, and managing onboarding readiness across stakeholders.


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.

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 Qualifications:
  • Proven experience in enterprise customer engagement, technical account management, or program delivery roles.
  • Proven experience managing complex customer engagements involving Windows Client/Server environments, including update servicing, deployment, and support coordination.
  • Demonstrated expertise in incident management, escalation handling, and post-incident analysis (e.g., PIR, RCA).
  • Demonstrated commitment to customer success, with a proactive approach to identifying and resolving customer pain points across Windows and Microsoft 365 environments.
  • Experience leveraging Microsoft support and telemetry tools (e.g., IcM, CRM, Service Reviews) to drive insights and improve customer outcomes.
  • Familiarity with scripting and automation (e.g., PowerShell) to streamline customer engagement processes and enhance service delivery.
  • Working knowledge of enterprise device management to support customer modernization and deployment goals.
  • Solid understanding of Windows servicing architecture and enterprise deployment tools (e.g., Intune, ConfigMgr).
  • Ability to collaborate with engineering and support teams to advocate for customer needs and influence product improvements.

#WINDOWS #CUSTOMERSUCCESS

Customer Experience Program Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $119,800.00 - $234,700.00 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 $160,200.00 - $261,000.00 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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