Principal CX Program Manager

Microsoft • ,

10d • $142,800 - $304,200

About The Position

The Principal Customer Experience Program Manager will lead the Azure Data and Database customer experience portfolio, working at the intersection of customer experience, Azure capacity, and operational excellence. The role turns customer, operational, telemetry, and capacity signals into strategic actions that improve capacity availability, reliability, and customer outcomes. It will establish scalable systems, processes, operating models, and governance for managing capacity experiences across customers, services, regions, and partner organizations.

The role will transform manual customer experience processes into system-led and agent-assisted workflows that identify risks proactively, inform engineering priorities, and improve decision-making at scale. It will partner with engineering, product management, capacity planning, field, support, operations, business teams, and senior leaders to align priorities, influence investments, resolve root causes, and deliver durable customer and business improvements.

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 a bachelor's degree in one of these fields and 12+ years of relevant experience; 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 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 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 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 durable solutions that address root causes and improve long-term customer and business results.
• Communicate customer insights, strategy, risks, tradeoffs, recommendations, and progress clearly and credibly to senior leaders and cross-organizational stakeholders.

What This Job Offers

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