Senior Customer Experience Program Manager

Microsoft • Atlanta, GA

9h

About The Position

We’re transforming the way Windows engages and supports our most important Commercial customers to drive product adoption, quality and innovation. This is achieved through deep customer connections, informed by data and accelerated with the power of AI. As a Senior Customer Experience Program Manager, you will be a key driver behind the success of Microsoft’s Mission Critical Services for Windows, supporting customers and partnering with engineering leaders, product teams, and cross-functional stakeholders to unlock the full potential of Windows for premium Commercial customers. The role involves orchestrating seamless service delivery, coordinating rapid response to customer incidents, and championing feedback loops to shape future improvements of the Windows product. You will develop and leverage diagnostic insights, AI, and deep technical expertise to optimize Windows functionality and overall reliability, ensuring customers experience the best of Windows every day. At Microsoft, the mission is to empower every person and every organization on the planet to achieve more, driving innovation, building trust, and creating outcomes that matter, while upholding values of respect, integrity, and accountability to foster an inclusive culture.

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.
• This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Nice To Haves

• 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).
• 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.

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.

What This Job Offers

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