Principal Customer Experience Program Manager

Microsoft•Redmond, WA

2d•$142,800 - $304,200

About The Position

The Principal Customer Experience Program Manager joins Microsoft’s Windows Commercial Scale Team within the Windows Ecosystem and Commercial Engagement organization. The role enables success for the Windows Commercial business by driving engagement with strategic partners—including GSIs, Managed Service Providers, device manufacturers, and sellers—and scaling partner enablement. The goal is to grow Windows commercial share by helping partners solve problems in ways that benefit the many downstream customer accounts they serve. The position works directly with internal product engineering teams and external partners and customers to develop programs and approaches that scale customer success. The role leads motions that grow enterprise adoption of Windows, supports customer outcomes, and contributes to Microsoft’s commercial business priorities. The employee is expected to collaborate with a growth mindset and help foster a culture of inclusion, respect, integrity, and accountability.

Requirements

Bachelor’s degree in Computer Science, Engineering, Data Science, Math, Business, or a related field and 6+ years of experience in engineering, product or technical program management, data analysis, or product development, or equivalent experience.

Nice To Haves

Experience working with external customers and/or partners and cultivating and sustaining positive, long-term interactions.
Knowledge of Microsoft endpoint management products and services and the ability to drive technical conversations.
Experience building and managing strategic partnerships in the technology ecosystem.
Ability to translate partner and customer feedback into actionable product and engineering recommendations.
Experience driving end-to-end deployment, adoption, and change management initiatives for enterprise customers.
Ability to influence without authority and build trusted relationships across technical and business stakeholders.
Strong written and verbal communication skills, including executive-level presentations and stakeholder engagement.

Responsibilities

Develop partner-specific strategies and drive partner selection and expansion decisions, considering customer scope, product stack coverage, geography, and likelihood to adopt and provide feedback.
Improve the install base health of top partner-managed Windows customers in collaboration with partners and internal stakeholders.
Architect solutions with Windows and Intune engineering teams to prioritize and drive product fixes and non-engineering fixes, such as pre-sales support, enablement, marketing assets, and partner education.
Create reusable, packaged solutions based on partner experiences that can scale to multiple partners.
Design experiments with partners, compile insights, and scale findings to the broader ecosystem of unmanaged partners.
Engage strategic scale partners to collect product insights and Windows deployment and management pain points, manage escalations, and route aggregated feedback to engineering for resolution.
Represent the Voice of the Partner throughout the engineering planning process.
Equip partners with the Windows value proposition, roadmap, and competitive messaging, and build partner-facing routes into Windows engineering.
Evaluate customer strategies for product alignment and advocate proactively for enhancements to Microsoft solutions, using trends and insights to develop solutions.
Collaborate with partners to define success conditions, gather requirements, and resolve potential deployment blockers, adapting implementation as needed for customer satisfaction.