Principal Customer Experience Program Manager

Microsoft•,

2d•$142,800 - $304,200

About The Position

Power the customer experiences that run on Azure. Our team sits at the intersection of customer experience, Azure capacity, and operational excellence, ensuring that critical customer workloads and first-party services have the capacity, reliability, and supportability they need to succeed. You will work across engineering, capacity planning, support, field, and leadership teams to drive strategic improvements that strengthen customer outcomes and the Azure platform. As a Principal Customer Experience Program Manager, you will transform customer, operational, and capacity signals into strategic actions that improve capacity experiences for Azure Data and Database services. You will build scalable systems, processes, and agent-assisted workflows that proactively identify risks, influence engineering priorities, and improve customer outcomes at cloud scale. This opportunity will allow you to deepen your expertise in cloud infrastructure, drive cross-organizational strategy, and lead transformative initiatives that shape the future of Azure customer experience. 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 6+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
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 8+ 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 12+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
5+ years of experience managing cross-functional or cross-team projects.
3+ years of experience synthesizing customer, operational, and business signals to identify strategic opportunities, influence roadmap priorities, and drive scalable improvements to customer experience and operational efficiency.
Experience using data and customer insights to identify opportunities, prioritize investments, and improve customer experience, operational efficiency, or business outcomes.
Experience with cloud infrastructure, capacity planning, demand forecasting, and large-scale distributed systems, preferably in Microsoft Azure or a comparable cloud environment.
Experience developing or scaling operational processes, automation, or Artificial Intelligence (AI)-assisted workflows that improve efficiency, consistency, or decision-making.

Responsibilities

Own the Azure Data and Database customer experience portfolio by translating customer, operational, telemetry, and capacity signals into strategic actions that improve capacity availability, reliability, and customer outcomes.
Define and evolve portfolio-level strategy, operating models, and governance for how Azure capacity customer experience is managed across customers, services, regions, and partner organizations.
Build scalable mechanisms for demand signal management, prioritization, escalation management, capacity decision-making, proactive risk mitigation, and stakeholder communications.
Lead the transformation of manual customer experience processes into system-led and agent-assisted workflows that improve efficiency, consistency, and decision quality at scale.
Partner across engineering, product management, capacity planning, field, support, operations, and business teams to align priorities, influence investments, and deliver customer-focused outcomes.
Identify emerging risks, gaps, and opportunities, and lead the development of durable solutions that address root causes and improve long-term customer and business results.
Communicate customer insights, strategy, risks, tradeoffs, recommendations, and progress to senior leaders and cross-organizational stakeholders with clarity and credibility.