Principal CX Program Manager

Microsoft • ,

1d • $142,800 - $304,200

About The Position

This role leads customer experience strategy and execution for Azure Data and Database capacity. The Principal Customer Experience Program Manager translates customer, operational, telemetry, and capacity signals into strategic action to improve capacity availability, reliability, supportability, and customer outcomes. The role builds scalable systems, processes, governance, and agent-assisted workflows to identify risks proactively, inform engineering priorities, and improve decisions at cloud scale.

The position works across engineering, product management, capacity planning, field, support, operations, business teams, and leadership. It offers the opportunity to deepen expertise in cloud infrastructure, drive cross-organizational strategy, and lead initiatives that shape Azure customer experience.

Requirements

• Bachelor's degree in Computer Science, Engineering, Data Science, Math, Business, or a related field and 6+ years of 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, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Nice To Haves

• Master's degree in Computer Science, Engineering, Data Science, Math, Business, or a related field and 8+ years of experience in engineering, product/technical program management, data analysis, or product development, or equivalent experience.
• Bachelor's degree in Computer Science, Engineering, Data Science, Math, Business, or a related field and 12+ years of 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 AI-assisted workflows that improve efficiency, consistency, or decision-making.

Responsibilities

• Own the Azure Data and Database customer experience portfolio, translating customer, operational, telemetry, and capacity signals into actions that improve capacity availability, reliability, and customer outcomes.
• Define and evolve portfolio-level strategy, operating models, and governance for managing Azure capacity customer experience 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.
• Transform manual customer experience processes into system-led and agent-assisted workflows to 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 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.

What This Job Offers

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