Senior Product Manager
About The Position
Commercial Engineering & AI (CEAI) partners closely with stakeholders to accelerate the transformation of Microsoft’s commercial business into a frontier organization. We bring together AI‑native engineering, modern platforms, and deep commercial insight to reimagine how work gets done - at scale and with impact. Our mission is to unlock new ways of operating through intelligent systems while creating the conditions for our teams to do the most meaningful work of their careers. If you’re excited to build, experiment, and shape the future of commercial execution with AI at the core, we invite you to apply. As part of CEAI, the Support Experience Group (SxG) is leading the transformation of Microsoft’s support ecosystem into an AI-first, agent-powered model. We build intelligent platforms and reusable AI agents that diagnose, guide, and resolve customer issues—improving time-to-resolution and enabling engineers to focus on complex, high-value scenarios. In this role, you will own and deliver a portfolio of AI-powered support experiences and agent-based workflows that improve customer outcomes and operational efficiency at global scale. You won’t just write specs—you’ll prototype, experiment, and drive outcomes in close partnership with engineering, data, design, and service delivery teams. You’ll build intelligent systems that continuously learn and improve through real-world usage, leveraging experimentation and AI-assisted workflows to accelerate iteration. This Senior Product Manager role offers the opportunity to directly drive the evolution of AI-powered customer support systems at Microsoft. You will work on systems that operate at global scale, deliver measurable customer and business impact, and shape how intelligent agents are applied to real-world support workflows. This is a hands-on, builder-focused role for someone who thrives in ambiguity, thinks like a builder, and leads with data, experimentation, and delivered product outcomes. If you're excited to build AI-powered systems, lead large-scale transformation, and deliver measurable results, we encourage you to apply.
Requirements
- Bachelor's Degree AND 5+ years experience in product/program management or software development OR equivalent experience.
Nice To Haves
- 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 taking products or systems from concept to real-world usage, validating ideas quickly through prototyping and iteration.
- Experience using data, live-site signals, and experimentation to drive product improvements and measure impact.
- Experience working with or interest in AI-driven products (e.g., generative AI, LLMs), with the ability to quickly learn and apply new techniques.
Responsibilities
- Own end-to-end product outcomes from strategy through delivery, ensuring measurable customer and business impact
- Define product vision, strategy, and roadmap grounded in customer insights, data, and business priorities
- Lead the design and delivery of AI-powered support experiences and agent-based workflows, including autonomous resolution capabilities
- Drive product execution across engineering, data, design, and service delivery teams, delivering scalable, high-quality solutions
- Lead prioritization, backlog management, and cross-team alignment, focusing teams on the highest-impact work
- Use live-site signals, experimentation, and operational KPIs to drive continuous product improvement, owning evaluation metrics and iteration velocity
- Rapidly prototype and validate new ideas using AI tools, accelerating learning and reducing time from concept to impact
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
