Senior Customer Experience Program Manager
About The Position
The Senior Customer Engineering Program Manager – AI Operations will define and operationalize AI-powered support systems for Azure Engineering Direct (AED) within Microsoft’s Azure Engineering Operations (EngOps) organization. The role will help transition AED from reactive support to predictive, AI-driven operations by scaling agentic AI systems that diagnose, recommend, and resolve issues. The goal is to reduce case volume and resolution times, improve customer satisfaction, and establish AI Operations as a core pillar of support delivery. This role combines program leadership, data-driven decision-making, and applied AI strategy. It works across engineering, product, support, and field teams to turn customer pain points and operational gaps into scalable solutions such as AI agents, copilots, and automation. The position owns AI-powered operational capabilities through design, experimentation, deployment, monitoring, and continuous improvement, while ensuring responsible, safe, and compliant implementation.
Requirements
- Bachelor’s degree in Computer Science, Engineering, Data Science, Math, Business, or a related field, plus 4+ years of experience in engineering, product or 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 plus 6+ years of experience in engineering, product or technical program management, data analysis, or product development; or a bachelor’s degree in one of these fields plus 8+ years of relevant experience; or equivalent experience.
- 6+ years of experience in program management, product management, engineering, or technical operations.
- Hands-on experience with AI/ML systems, LLMs, or AI-powered products such as copilots, automation tools, or RAG systems.
- Familiarity with agentic AI concepts such as multi-agent orchestration, prompt design, and AI workflows.
- Experience driving end-to-end delivery of complex, cross-functional initiatives.
- Strong understanding of cloud platforms, preferably Azure, and support operations.
- Experience using data and metrics to drive decisions and measure impact.
- Experience in support engineering, SRE, or ITSM environments.
- Knowledge of AI evaluation frameworks, telemetry, and experimentation practices.
- Experience working with global, distributed engineering and customer-facing teams.
- Strong executive communication and storytelling skills.
Responsibilities
- Define and execute the AI Operations strategy for AED, aligned with business goals such as case deflection, faster resolution, and support scalability.
- Translate customer pain points and operational gaps into AI-powered solutions, including agent workflows, copilots, and automation systems.
- Partner with engineering teams to take agentic AI services, including LLMs, RAG, and multi-agent orchestration, from concept to production.
- Drive adoption of AI agents and copilots across ACE workflows, including triage, diagnostics, mitigation, and knowledge retrieval.
- Define requirements for multi-agent systems, tool integrations, and workflow orchestration to support autonomous issue resolution.
- Ensure AI solutions are grounded in real-time Azure signals, telemetry, and knowledge systems.
- Own the lifecycle of AI-powered operational capabilities, from design and experimentation through deployment, monitoring, and continuous improvement.
- Establish evaluation frameworks, including success metrics, golden datasets, and feedback loops, to measure AI effectiveness, quality, and safety.
- Embed Responsible AI practices to ensure systems are safe, compliant, and aligned with Microsoft standards.
- Evolve traditional delivery excellence frameworks into AI-augmented operational models.
- Standardize and scale AI-enabled support processes, tooling, and playbooks across AED.
- Improve operational efficiency through automation, intelligence, and insights.
- Define and track AI Operations KPIs, including case deflection and avoidance, mean time to resolution, and customer experience metrics.
- Partner with data and engineering teams to build observability systems, including metrics, logging, and tracing, for AI and operational performance.
- Lead cross-organizational initiatives spanning engineering, product, support, and field teams.
- Bridge AI engineering teams and customer engineering delivery.
- Drive stakeholder alignment on roadmaps, priorities, and success criteria.
- Engage AED customers and ACEs to identify unmet needs and high-friction experiences.
- Incubate and scale AI-first capabilities that reduce toil and improve customer self-service.
- Champion experimentation and rapid iteration.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
