Customer Experience Program Manager

Microsoft•Redmond, WA

12h

About The Position

Microsoft Teams is the collaboration platform for hundreds of millions of people around the world—connecting colleagues, partners, and customers across industries. From frontline workers who keep our daily lives running, to small and mid-sized businesses that power local economies, to knowledge workers and families who rely on Teams to stay connected, Teams continues to redefine how work gets done. The Microsoft Teams Growth team is focused on accelerating awareness, activation, and engagement across Frontline and SMB segments. As part of this team, the Senior Customer Experience PM will operate at the intersection of product, customers, and partners to ensure Teams not only ships great capabilities, but drives real adoption and measurable impact in-market. In this role, you will build and operate the mechanisms that connect product strategy to customer reality. You will own Customer Advisory Boards across Frontline and SMB, manage relationships with strategic customers across different stages of adoption, and transform those engagements into structured insight engines that inform product decisions and activation strategies. You will also activate the solution integrator partner channel, evolve partner incentive programs, and engage industry influencers to expand awareness and credibility for Teams for Frontline. A key part of the role includes leveraging AI to create scalable, agentic customer insight workflows—bringing together qualitative feedback, quantitative usage signals, and field intelligence into a unified experience that enables product teams to learn faster and execute with greater precision. This is a high-impact, execution-oriented role requiring strong program ownership, structured thinking, and cross-functional influence. Success in this role means increasing activation velocity, improving product validation cycles, and strengthening Teams’ position across frontline and small business segments. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. With a growth mindset, respect, integrity, and accountability, we foster a culture of inclusion where everyone can thrive.

Requirements

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.
Proven record of working with enterprise or strategic customers to deliver measurable success.
Ability to translate customer needs into product narratives, GTM strategies, and actionable business insights.
Solid cross-functional leadership skills, influencing product, marketing, and field teams without direct authority.
Excellent communication and storytelling skills, including executive-level presentations.
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.

Nice To Haves

Master'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 Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
Experience with collaboration, productivity, or communication platforms, ideally with Teams or similar ecosystems.
Expertise in competitive analysis, win/loss, and applying market insights to strategy.
Background creating industry-specific adoption playbooks and scaling success across customer segments.
Familiarity with product-led growth practices such as funnel optimization and in-product marketing.
Proven ability to thrive in fast-paced, ambiguous environments while modeling Microsoft’s leadership principles.

Responsibilities

Own and operate Customer Advisory Boards (CABs) across Frontline and SMB, evolving the program to represent key customer profiles, including heavy users, early adopters, and customers transitioning from competing solutions to Teams.
Manage relationships with strategic customers across the adoption lifecycle, using CABs as a structured engine for activation, insight generation, and early validation.
Define a repeatable CAB engagement framework that enables product teams to efficiently validate concepts, test prototypes, and gather actionable customer feedback.
Use customer empathy to map product capabilities to real problems and provide actionable feedback to product teams.
Influence product design to support product-led growth, including funnel optimization, in-product marketing, and repeat usage.
Leverage AI to create agentic customer-insight experiences that aggregate qualitative and quantitative signals across CABs, customer conversations, OCV, and other internal sources.
Enable product managers to use these agentic workflows to synthesize insights, prepare for customer engagements, and accelerate customer-driven decision-making.
Activate the solution integrator (SI) partner channel by establishing and operating a Partner Advisory Council with a regular engagement cadence.
Use partner engagements to validate roadmap direction, share customer insights, and educate partners on new features to drive frontline and SMB deployments.
Own and evolve the partner incentive program, expanding its scale, budget, and applicability across Frontline and SMB partners over time.
Drive market awareness for Teams for Frontline through targeted engagement with industry influencers and experts across healthcare, retail, and manufacturing.
Ensure customers and partners have the right activation assets—including scenario guidance, deployment materials, and feature narratives—to reduce friction and accelerate time-to-value.
Continuously identify and address gaps in awareness, activation, or enablement through new programs or experiments.