Customer Experience Program Manager

Microsoft•Redmond, WA

About The Position

Are you looking for a product group/engineering role where you will impact the product roadmap and work with partners to drive usage and business growth for Windows 365 and Azure Virtual Desktop? If so, then we are looking for you! The Windows Cloud Engineering team is looking for a Customer Experience Program Manager to lead our customer and partner community. This role will ensure the product organization can deliver top-notch customer experiences with our products, while driving community engagement and excitement for our products. This role plays a critical part in shaping how we build by embedding customer and partner feedback and validation into every stage of the product development lifecycle. We are looking for community-obsessed individuals to drive positive product change through influencing product priorities, using customer listening and technical knowledge to upskill the ecosystem with deep technical solutions, and build strong, collaborative relationships and create value for both the partner and Microsoft. If you are eager to work directly with our commercial customers, partners, and MVPs, and connect them to our engineering & research product teams to create a better product, then we would love to have you on our team. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Requirements

Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in engineering, product/technical program management, data analysis, or product development
OR equivalent experience.

Nice To Haves

Experience leading a large-scale technical community comprised of customers and partners.
Proven ability to forge strong relationships within the technical community, speaking on behalf of engineering, helping them understand our value proposition and our services.
Technical experience and familiarity with at least one of the following technologies: Azure, Intune, Virtualization tools, Azure Virtual Desktop, Windows 365, or other similar technologies.
Prior experience working directly with customers and/or partners to translate business needs into technical roadmaps and solutions.
Experience with end-to-end product lifecycle development, having worked closely with other product managers, software engineers, and product marketing teams to deliver best-in-class customer/partner experiences.
Experience identifying product gaps and advocating on behalf of customers and partners to make products stronger.
Proven track record driving prioritization and tradeoffs of product improvements based on actual customer requirements and expected impact.
Strong ability to synthesize qualitative feedback from customers and partners into actionable insights for engineering and product teams.
Experience with Windows 365, Azure Virtual Desktop, Citrix, or Microsoft Intune.

Responsibilities

Build trust, drive clarity and excite a critical and dedicated group of our top customers and partners.
Listen deeply. Monitor and address community questions and feedback with practical and trustworthy technical answers that build confidence with our fan base. Identify marketing, business, and product needs in that process.
Bring together internal teams and external partners and engage in 1:1 and 1:many community engagements to solicit feedback and understand their experiences with Microsoft’s products and services.
Maintain a broad understanding across multiple product areas working with customers and partners.
Help define and influence the long-term vision and strategy for the feature areas based on a deep understanding of community needs.
Influence and engage with cross-functional internal teams, external partners, including early adopting partners, senior leadership, and other key stakeholders to gather input and garner support for product/service vision, strategy, and roadmap for multiple feature areas.
Provide thought leadership for questions and challenges from customers and partners in the community.
Coach and enable product managers and engineering teams to run strong customer and partner engagements, helping teams ask better questions and incorporate real-world feedback directly into product decisions.
Translate customer and partner input into clear problem statements, helping teams focus on underlying goals and constraints rather than individual feature requests.
Track and manage multiple internal and external workstreams simultaneously, maintaining strong awareness of the product roadmap and ongoing development efforts.
Operate comfortably across internal-facing and external-facing contexts, with the ability to rapidly context switch between communities, partners, and internal product teams.
Embody our Culture and Values