Senior Product Manager and Principal Product Manager (Multiple Positions) - D365 Contact Center

Microsoft•Redmond, WA

2d•$119,800 - $304,200

About The Position

Are you passionate about shaping the future of Conversational AI and transforming how enterprises engage with customers and employees? Do you want to build cutting-edge AI solutions that empower organizations to automate complex business processes, create intelligent agents, and deliver exceptional end-to-end customer experiences? The Copilot Studio and Contact Center team is on a mission to redefine enterprise engagement through rich, omnichannel AI agents, conversational workflows, and next-generation service experiences. We are building the platform that enables organizations to design, deploy, and scale intelligent solutions across customer support, business operations, and employee productivity scenarios. We are seeking talented Senior Product Managers and Principal Product Managers (multiple positions) who can deeply understand customer and business needs, translate those insights into compelling product experiences, and define functional requirements that solve real-world problems with Generative AI. In this role, you will collaborate closely with engineering, design, research, and partner teams to drive product strategy and execution from concept to delivery. You will help shape experiences that enable makers to build powerful AI agents while ensuring those capabilities are seamlessly delivered to end users. Your work will empower customer service representatives to be more productive, help business leaders optimize operational efficiency, and enable organizations to automate and scale critical workflows. This role offers the opportunity to work at the forefront of AI innovation, leveraging the latest advancements in foundation models, multimodal experiences, agentic systems, and AI-powered tooling to solve meaningful customer challenges at enterprise scale. If you are excited about combining customer obsession, product thinking, and cutting-edge AI technologies to create transformative experiences, we'd love to hear from you. 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 AND 5+ years experience in product/program management or software 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

Bachelor's Degree AND 8+ years experience in product/service/program management or software development OR equivalent experience.
2+ years experience taking a product, feature, or experience to market (e.g., design, addressing product market fit, and launch, internal tool/framework).
4+ years experience improving product metrics for a product, feature, or experience in a market (e.g., growing customer base, expanding customer usage, avoiding customer churn).
4+ years experience disrupting a market for a product, feature, or experience (e.g., competitive disruption, taking the place of an established competing product).
Experience in creating/building/deploying agentic solutions.
Generative AI, LLMs, quality evaluation approaches and frameworks.
Demonstrated experience driving productive conversations with customers and executive stakeholders at multiple levels (C-level execs, program leads, directors, low-code app makers, developers, architects).
Demonstrated experience navigating ambiguity and maintaining a growth-mindset to make decisions and drive progress with minimal guidance.
Demonstrated leadership acumen, with ability to drive results through influence and coaching team members.
Demonstrated ability to collaborate and work effectively as a team player with a record of sharing and scaling knowledge – either internally or externally – through documentation, presentations, videos, code samples, accelerators, etc.

Responsibilities

Be a product leader who deeply understands the enterprise customer and productivity scenarios to help deliver continued end-user value & drive adoption.
Engage on technical challenges, constraints and blockers with state of the art AI capabilities for enterprise and personal productivity customers.
Influence various product team owners to prioritize product features that are blocking customer scenarios by sharing feedback, explaining customer context & importance, effective communication and by leveraging senior leadership escalation, as necessary.
Ensure Copilot Studio remains a market leader in agentic platforms for conversational AI capabilities.
Drive competitive evaluation of the ecosystem, staying ahead of the curve for latest advancements, adopting current solutions to new capabilities.
Lead and coach a team of product managers to achieve key business goals for Copilot Studio.
Build inclusive team culture and be the champion to advocate for core Microsoft values.