Principal Customer Experience Program Manager

Microsoft • Redmond, WA

2d

About The Position

We’re transforming the way Windows engages and supports our most important Commercial customers to drive product adoption, quality and innovation. We do it through deep customer connections, informed by data and accelerated with the power of AI. If you want to lead this transformation, this is the role for you.
As a Principal Customer Experience Program Manager, you’ll be the strategic visionary and driver behind the growth and success of Microsoft’s Mission Critical Services program for Windows; establishing the resourcing and operational model to deliver on the goals of this program in a cost-effective way.
You’ll partner with enterprise customers, engineering leaders, product teams, and cross-functional stakeholders to unlock the full potential of Windows capabilities for Commercial customers, orchestrate seamless service delivery, and champion feedback loops that shape future Windows product innovation. You will develop and leverage diagnostic insights, AI and deep technical expertise to optimize Windows functionality, and overall reliability; ensuring customers experience the best of Windows every day.
Your Impact:
At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. In this role, you’ll embody that mission—driving innovation, building trust, and creating outcomes that matter. Join us and make your mark on the future of Windows.

Requirements

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 7+ years experience in program management, digital content publishing/management, or experience in writing or editing role 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

• Proven experience in enterprise customer engagement, technical account management, or engagement programs strategy/delivery roles.
• Proven experience establishing growth strategies for customer engagement or product adoption programs.
• Ability to collaborate with engineering and support teams to advocate customer needs and influence product improvements.
• Demonstrated expertise in customer 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
• Working knowledge of enterprise device management to support customer modernization and deployment goals
• Solid understanding of Windows servicing architecture

Responsibilities

• Drive growth of the program by identifying and implementing long-term strategy, new customer opportunities, supporting sales engagements, and managing onboarding readiness across stakeholders.
• Establish program innovation by leveraging emerging AI capabilities and data insights to deliver best-in-class service, delight customers and reach cost-effective business returns.
• Lead end-to-end customer engagement lifecycles, from onboarding through delivery and retention, ensuring alignment with program goals and excellence in execution.
• Lead regular service reviews, change communications, and governance syncs to maintain transparency, drive program success and guarantee customer satisfaction.
• Orchestrate efficient service operations by coordinating engineering escalations, and post-incident reviews to resolve issues and improve quality of service.
• Advocate for customer needs by capturing and relaying feedback to engineering and product teams, facilitating customer feedback sessions, and championing strategic product design change requests when needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level