Principal Product Manager

Microsoft • Redmond, WA

3d

About The Position

Are you a customer‑obsessed, AI‑first product builder who loves transforming how enterprises deliver Customer Experience? Ready to accelerate your career by driving high‑velocity product launches and fueling hyper‑growth? If so, we should talk.
The Dynamics 365 Customer Experience AI team is redefining how organizations serve their customers—using AI‑first, end‑to‑end customer service capabilities. We build autonomous AI agents that learn to address emerging issues, uncover new knowledge, and automate manual processes to boost business efficiency and reduce costs for customers, creating a self-learning autonomous CX solution that is transforming CRM from a system of record to an agentic business application (blog). Working hand‑in‑hand with Microsoft’s own Customer Support organization as our Customer Zero, we validate fast, learn fast, and ship fast. Our rhythm is simple: Learn. Ship. Scale. Repeat. A growth mindset and culture of empowerment fuel everything we do.
As part of the Business and Industry Copilot (BIC) organization, our AI‑driven Customer Experience applications sit at the center of one of Microsoft’s highest‑impact market segments. Our team builds the applications, copilots, and autonomous agents that power Dynamics 365 Customer Service. We design and deliver capabilities that help millions of service professionals worldwide provide faster, smarter, more delightful customer experiences—leveraging the latest in Generative AI, large language models, and advanced communications technologies.
We pursue big, transformative opportunities and take pride in solving some of our customers’ hardest challenges. We value diverse perspectives, bold ideas, and deep customer empathy.
We’re looking for a world‑class Principal Product Manager to join us. Our customers rely on our mission‑critical applications every day—and we’re looking for a leader ready to help shape the future of AI‑powered customer experience.
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.

Requirements

• Bachelor's Degree AND 8+ years experience in product/service/program management or software development OR equivalent experience.
• Experience presenting to and managing product status with senior company leadership
• Experience with enterprise SaaS product, AI/ML technologies, customer engagement solutions
• Track record of delivering complex products at scale with measurable business impact.
• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Nice To Haves

• Experience with Microsoft 365, Dynamics 365, or similar platforms.
• MBA or advanced degree in business, technology, or related field.

Responsibilities

• Lead the product vision, strategy, and roadmap to integrate Generative AI, autonomous agents, and low-code/no-code capabilities into next‑generation customer experience and automation solutions.
• Engage directly with enterprise customers, partners, analysts, and executive leadership to uncover pain points, identify emerging trends, and maintain strategic alignment.
• Translate external insights and market signals into differentiated product capabilities that strengthen Microsoft’s competitive advantage.
• Collaborate across Microsoft engineering, UX, and AI research teams to drive co‑innovation, align dependencies, and deliver world‑class user experiences.
• Partner with engineering, design, marketing, and sales to ship high‑quality releases on time and at scale.
• Work closely with Data Science teams to develop leading AI-powered features using Generative AI.
• Measure product success through relevant KPIs, driving adoption, DAU/MAU, customer satisfaction, and revenue growth through data and strategy driven prioritization.
• Represent the product as a thought leader at industry events, analyst briefings, and customer advisory boards.
• Drive a culture of quality, innovation, collaboration, and teamwork, and embody our Culture and Values

What This Job Offers

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