Microsoft

Senior Customer Experience Program Manager

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

Qualifications

  • Bachelor's Degree in a relevant field (e.g., Computer Science, Business) and 4+ years of related experience.
  • Ability to pass Microsoft Cloud security screenings regularly.
  • Proven commitment to customer success and proactive problem-solving.
  • Experience using Microsoft support and telemetry tools to enhance customer experiences.
  • Familiarity with automation tools (e.g., PowerShell) for engaging customers.
  • Solid understanding of enterprise deployment tools and Windows servicing architecture.
  • Demonstrated expertise in incident management and escalation handling.

Responsibilities

  • Lead customer engagement from onboarding to retention to ensure program alignment and execution.
  • Coordinate engineering escalations and post-incident reviews to improve service delivery.
  • Conduct regular service reviews and governance meetings to ensure transparency.
  • Capture customer feedback and relay it to engineering and product teams for continuous improvement.
  • Identify program growth opportunities and support stakeholder readiness for onboarding.

Benefits

  • Opportunities for personal and professional growth within a leading tech company.
  • Access to Microsoft’s extensive resources and tools for customer engagement and service delivery.
  • Collaborative team environment focused on driving customer satisfaction and product improvements.
Full Job Description
Overview

As a Senior Customer Experience Program Manager, you'll be a key driver behind the success of Microsoft's Mission Critical Services for Windows; supporting customers, partnering with engineering leaders, product teams, and cross-functional stakeholders to unlock the full potential of Windows for these premium Commercial customers. You'll orchestrate seamless service delivery, coordinate rapid incident response and champion feedback loops that shape future improvements of the Windows product.

You will apply diagnostic insights, AI, and deep technical expertise to optimize Windows functionality and reliability for your assigned customers; ensuring they consistently experience Windows at its best.

Responsibilities

Senior Customer Experience Program Manager, within 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/Minimum 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:
  • 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.
  • 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).


#W+DJOBS

#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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