Sr. Customer Experience Program Manager

Microsoft • Redmond, WA

7h

About The Position

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? Join Engineering Operations (EngOps) – the organization driving operational excellence across the Microsoft Cloud to strengthen quality, reliability, security, and customer trust. As part of EngOps, you’ll design solutions that prevent issues before they happen, embed AI-powered automation, and turn signals into actions that deliver measurable customer impact. Our culture of empowerment, inclusion, and growth mindset defines how we work. Lead the charge in ensuring confidence and reliability for the world’s most critical workloads. This position is accountable for building confidence and driving resiliency and reliability across our most strategic customers’ most critical workloads on Microsoft’s Cloud and AI services. The successful candidate will manage a portfolio of high-impact initiatives that deliver clear, measurable outcomes for both customers and the platform. This role requires a balance of tenacity and strategic execution - working through complex challenges while fostering collaboration across multiple teams, organizations, and leadership levels. You will influence service design and operational strategies, proactively mitigate risks, and drive continuous improvement. Success depends on building strong partnerships with engineering, product management, business stakeholders, and field teams to align priorities and deliver results that matter most. This is a highly visible business and technical role with opportunities to shape the future of Microsoft’s cloud services while ensuring long-term reliability and customer trust. Every day, customers stake their business and reputation on our cloud. You can help EngOps keep them secure, resilient, and ready. 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. By applying to this U.S. based position, relocation does not apply/is not provided for the role.

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.
• These requirements include, but are not limited to, the following specialized security screenings:
• 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

• Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.

Responsibilities

• Serve as a trusted advisor and advocate for strategic customers, ensuring their most critical workloads on Microsoft’s Cloud and AI platforms remain resilient, reliable, and optimized for success.
• Drive strategic outcomes by improving services and building confidence through proactive risk mitigation and operational excellence.
• Lead cross-organizational service improvement initiatives that strengthen architecture and establish a foundation for stability, growth, and innovation without disruption to critical applications.
• Collaborate across organizations - engineering, product management, business, field, and support - to influence design decisions, investments, and deliver solutions that meet customer needs.
• Focus on stabilization and resiliency by anticipating challenges, monitoring health signals, planning actions, and aligning proper resources to drive progress and continuity for mission-critical workloads.
• Capture and synthesize insights from customer engagements and telemetry to inform product improvements and shape future platform strategies.
• Translate lessons learned into action by taking post-crisis insights, recommended practices, and shared learnings from ideas to plans and driving implementation and adoption of technical improvements.
• Demonstrate executive-ready communication and customer-facing polish, ensuring clarity, confidence, and professionalism in all interactions with senior stakeholders.
• Exhibit relentless ownership and curiosity, leveraging a strong technical foundation and the ability to move quickly to unblock and solve complex challenges.

What This Job Offers

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