Senior Customer Experience Program Manager
About The Position
We’re transforming the way Windows engages and supports our most important Commercial customers to drive product adoption, quality and innovation. We do it through fast incident response and deep customer connections, informed by data and accelerated with the power of AI. If you want to be at the center of this transformation, this is the role for you. As a Senior Customer Experience Program Manager, you’ll be a key driver behind the success of Microsoft’s Mission Critical Services for Windows; supporting customers, partnering with engineering leaders, product teams, and cross-functional stakeholders to unlock the full potential of Windows for these premium Commercial customers. You’ll orchestrate seamless service delivery, coordinate rapid incident response and champion feedback loops that shape future improvements of the Windows product. You will apply diagnostic insights, AI, and deep technical expertise to optimize Windows functionality and reliability for your assigned customers; ensuring they consistently experience Windows at its best. 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 in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years 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 are required for this role.
- 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
- Demonstrated commitment to customer success, with a proactive approach to identifying and resolving customer pain points across Windows and Microsoft 365 environments.
- Experience leveraging Microsoft support and telemetry tools (e.g., IcM, CRM, Service Reviews) to drive insights and improve customer outcomes.
- Familiarity with scripting and automation (e.g., PowerShell) to streamline customer engagement processes and enhance service delivery.
- Working knowledge of enterprise device management to support customer modernization and deployment goals.
- Solid understanding of Windows servicing architecture and enterprise deployment tools (e.g., Intune, ConfigMgr).
- Ability to collaborate with engineering and support teams to advocate for customer needs and influence product improvements.
- Proven experience in enterprise customer engagement, technical account management, or program delivery roles.
- Proven experience managing complex customer engagements involving Windows Client/Server environments, including update servicing, deployment, and support coordination.
- Demonstrated expertise in incident management, escalation handling, and post-incident analysis (e.g., PIR, RCA).
Responsibilities
- Lead end-to-end customer engagement lifecycles, from onboarding through delivery and retention, ensuring alignment with program goals and excellence in execution.
- Orchestrate capability delivery by coordinating engineering escalations, critical project advisories, and post-incident reviews to resolve issues and improve service reliability.
- Facilitate regular service reviews, change communications, and governance syncs to maintain transparency and drive customer success.
- Advocate for customer needs by capturing and relaying feedback to engineering and product teams, facilitating customer feedback sessions, and submitting design change requests, when needed.
- Drive program growth by identifying improvement opportunities, supporting sales engagements, and managing onboarding readiness across stakeholders.
Benefits
- Certain roles may be eligible for benefits and other compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
