Principal Product Manager

Microsoft•Redmond, WA

2d•Onsite

About The Position

Microsoft Dynamics 365 Contact Center is an innovative organization committed to advancing customer engagement through technology. We seek a leader to lead the adoption, expansion, and revenue growth of our Microsoft Dynamics 365 Contact Center solution. This strategic leadership position requires extensive CCaaS experience, AI Agents and a proven ability to deliver business outcomes within cloud contact center environments. As a Principal Product Manager, you will be a dynamic CCaaS Growth Leader, accelerating the expansion, adoption, and profitability of the Contact Center as a Service business. You will own strategy and execution across sales enablement, partnerships, go-to-market initiatives, and cross-functional growth programs to strengthen Microsoft’s leadership in the cloud contact center ecosystem. You will bring a proven track record in cloud communications, SaaS growth, and customer experience transformation, with the ability to lead high-impact initiatives that combine product innovation, commercial strategy, and customer success to deliver measurable business outcomes. This role combines product vision, technical depth, and leadership. You will drive adoption of D365 Contact Center by collaborating with key stakeholders across the business. This role requires you to be onsite 3 days a week in Microsoft's offices in Redmond, WA. 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 AND 8+ years experience in product/service/program management or software development OR equivalent experience.
8+ years’ experience leading mission critical initiatives involving collaboration with stakeholders across multiple companies and industries.
8+ years of cross-functional leadership across product, sales, and stakeholder management.
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.

Nice To Haves

Background in sales strategy/product marketing/commercial operations.
8+ years’ experience with SaaS/CCaaS platforms.
Deep Understanding of D365 Service offerings like Customer Service, Contact Center, Pre-Built AI Agents and Copilot Studio.
Broad understanding of commercial cloud offerings, ideally including Microsoft’s Dynamics 365 offerings, including competitors and related ecosystems.
Strategic thinker who turns vision into actionable plans.
Data-focused decision-maker, proficient with analytics, KPIs, and ROI.

Responsibilities

Lead a robust D365 Contact Center growth strategy that is aligned with overarching corporate goals and evolving market dynamics.
Create business plans encompassing market segmentation, product positioning, pricing frameworks, and go-to-market (GTM) execution.
Identify new sources of revenue through vertical market expansion, strategic partner ecosystems, and customer experience (CX) innovation initiatives.
Monitor and report key performance indicators (KPIs), including adoption rates, churn metrics, Net Revenue Retention, and Annual Recurring Revenue growth.
Lead analyst relationships for D365 Contact Center.
Drive GTM alignment with Marketing, Product, and Sales for unified messaging and execution.
Create and refine pipeline programs for enterprise, Majors growth, and SME-C segments.
Shape value propositions and differentiators to position D365 Contact Center against competitors.
Manage launch plans for new features, integrations, and regional offerings.
Help shape how the product continues to evolve as one of the world’s most differentiated CCaaS offerings by scaling readiness across sellers and partners.
Establish strategic alliances with leading Contact Center providers and System Integrator/Global System Integrator partners to advance D365 Contact Center business.
Drive joint go-to-market initiatives through negotiation and management of co-selling programs and marketplace listings.
Develop scalable enablement frameworks for field teams and partners to expand reach and accelerate D365 Contact Center revenue.
Use data-driven insights to inform the product roadmap and optimize customer engagement strategies.
Anticipate and adapt to emerging trends in AI, automation, omnichannel CX, and digital contact centers.
Perform competitive analysis and deliver leadership updates on industry shifts and disruptive entrants.
Evangelizes the D365 Contact Center and related technologies with internal and external stakeholders, partners, and customers in the industry via presentations, and other forums.
Presents at Executive Briefings and large industry/company events.