Senior Customer Experience Program Manager-CAPE

Microsoft • Washington, DC

1d

About The Position

We are seeking a dynamic and experienced Senior Customer Experience Program Manager to join the Copilot Agents+Platform Ecosystem (CAPE) team. The successful candidate will help us deliver world class Copilot extensibility showcase solutions at leading enterprise customers through scenario development, solution envisioning, architecture, build and value realization of Copilot agents and extensibility-based solutions. As the bridge between customer experience and Copilot engineering, this role requires solid technical expertise as well as close collaboration across a wide range of engineering and field teams to drive successful customer outcomes with the latest production and pre-production Copilot features and capabilities. It also rewards Program Managers with agility and comfortable with rapid iteration and working in dynamic and fast-paced environments.
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

• 4+ years experience in a customer-facing role.
• Experienced with AI architecture and agent models for extensibility, such as UI customization, orchestrator or bring your own (BYO) foundational models/LLMs.
• Experienced writing AI agent instructions and the ability to fine-tune them (by developing evaluations and test cases) to help customers improve response quality and consistency.
• Experienced proposing technical architecture and design based on customer/scenario requirements. Ability to develop a prototype to demonstrate the value of AI agents and extensibility.
• Familiarity with the enterprise market and enterprise customers in the United States.
• Effective communication and interpersonal skills, with the ability to articulate complex technical concepts to non-technical stakeholders and interact across all levels within customer organizations from end user to C-level.
• Solid analytical and problem-solving skills, with a proactive approach to identifying and addressing customer challenges.
• Demonstrated ability to manage multiple projects simultaneously, with a track record of delivering successful outcomes.

Responsibilities

• Customer Engagement: Qualify, develop and maintain solid relationships with a portfolio of enterprise customers, understanding their business needs, objectives and implementation challenges to unblock the adoption of Copilot agents and extensibility.
• Strategic Envisioning: Through regular product briefings, roadmap sessions, discovery and envisioning activities land the value and opportunity of agents and extensibility, helping inform customer strategy to maximize value realization.
• Program Management: Lead and manage customer engagements focused on the development, deployment and integration of Copilot agents, ensuring projects meet business needs.
• Technical Engagement: As a subject matter expert for Copilot extensibility, provide deep technical guidance, solutioning and assistance to customers, helping them to leverage Copilot agents and extensibility through the entire lifecycle from scenario discovery to build and implementation.
• Feedback and Improvement: Gather customer feedback and work closely with the product and engineering teams to triage, prioritize and drive continuous improvement in Copilot solutions.
• Reporting and Analytics: Monitor and report on the adoption and performance of Copilot agents, providing insights and recommendations to both customers and engineering stakeholders.
• Collaboration: Work collaboratively with internal teams, including sales and marketing in addition to engineering, to align customer needs with product development and go-to-market.

Benefits

• Certain roles may be eligible for benefits and other compensation.
• Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
• Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.
• If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees