Principal Product Manager

Microsoft • Redmond, WA

12d

About The Position

The Cloud & AI organization accelerates Microsoft’s mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers’ heterogeneous environments, as well as ensuring the security of our own internal estate. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. Microsoft is one of the largest enterprise service companies in the world.
The Security Care team, part of the Customer Experience in Engineering (CxE) organization within Microsoft Security, is dedicated to delivering exceptional customer support experiences. We manage complex escalations, resolve critical issues, and drive systematic improvements, enabling customers to rely less on direct support. Our customers range from small and medium businesses to large strategic enterprises. We are seeking a Principal Product Manager who is passionate about customer experience, supportability, and driving systematic changes across Microsoft Security. You will serve as the customer champion, leading cross-Microsoft initiatives that reduce support load, improve product quality, accelerate customer self-help, and eliminate friction across identity, security, compliance, device management, and other cloud technologies.
Microsoft’s cloud business is experiencing unprecedented growth. As organizations accelerate their digital transformation, they rely on Microsoft Security cloud services to safeguard data, protect identities, and manage devices at scale.
You’ll directly impact the experience of millions of customers using Microsoft Security products, drive systematic improvements that make cloud services more reliable and self-service friendly, and work at the intersection of technology, customer advocacy, and product innovation.
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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
#MSFTSecurity

Requirements

• Bachelor's Degree AND 8+ years experience in product/service/program management or software development 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 background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Nice To Haves

• Bachelor's Degree AND 12+ years experience in product/service/program management or software development OR equivalent experience.
• 4+ years experience taking a product, feature, or experience to market (e.g., design, addressing product market fit, and launch, internal tool/framework).
• 6+ years experience improving product metrics for a product, feature, or experience in a market (e.g., growing customer base, expanding customer usage, avoiding customer churn).
• 6+ years experience disrupting a market for a product, feature, or experience (e.g., competitive disruption, taking the place of an established competing product).
• 3+ years of customer-facing experience.
• Deep knowledge of Microsoft Security products (e.g., Entra, Intune, Purview, Defender) and identity ecosystems, including enterprise integrations (e.g., Okta, Microsoft identity stack).
• Extensive experience in product management or engineering leadership within cloud or enterprise security ecosystems.
• Strong understanding of identity, security, compliance, and device management technologies.
• Proven ability to influence engineering teams, navigate business priorities, and drive systematic change across complex organizations.
• Hands-on problem-solving skills with a focus on customer impact and success.
• Experience leveraging data analytics and AI to enhance product reliability and customer support.
• Exceptional communication, collaboration, and leadership skills with a track record of navigating and leveraging high-performing teams for driving results.

Responsibilities

• Define and drive the Supportability-by-Design strategy across engineering teams, ensuring reliability, maintainability, and diagnosability are embedded into product planning.
• Lead cross-functional initiatives that improve supportability, reduce incidents, and enhance AI-powered self-service capabilities.
• Leverage data analytics to detect emerging support patterns, predict incident trends, and guide investments in diagnostics, automation, and self-service.
• Partner with CxE, CSS, Product Engineering, Data Science, and Field leadership to implement supportability improvements at scale.
• Operate with high autonomy to set standards that scale globally, influencing multiple engineering groups.
• Advocate for customers internally, ensuring the voice of the customer drives product decisions and systematic improvements.
• Embody our culture and values

What This Job Offers

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