Sr. Technical Program Manager

Microsoft•Redmond, WA

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. The Customer Success Digital Experience (CSDE) team creates compelling digital experiences by leveraging the full breadth of Microsoft technology and solutions to realize business outcomes and results, across CE&S teams and dependencies. As a Sr. Technical Program Manager on the CSDE team, you will drive the delivery of innovative digital customer engagement experiences. You will orchestrate cross-functional initiatives that bring new customer offerings to market, working across CE&S teams and dependencies. Your work will directly impact how customers interact with Microsoft’s digital solutions, focusing on business outcomes and continuous improvement. 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 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
2+ years of experience managing cross-functional and/or cross-team projects.

Nice To Haves

Bachelor's Degree AND 8+ years experience engineering, product/technical program management, data analysis, or product development OR equivalent experience.
6+ years of experience managing cross-functional and/or cross-team projects.
1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).
2+ years experience with Customer Success processes including reactive support or offering design and enablement.

Responsibilities

Drive proactive customer success by architecting and executing customer-facing delivery strategies that anticipate evolving customer needs, deliver measurable business outcomes, and foster deep adoption of Microsoft solutions.
Lead cross-functional collaboration to design scalable, repeatable engagement models that maximize customer value and accelerate realization of strategic objectives.
Gather and synthesize technical requirements from stakeholders, translating business objectives into actionable program goals.
Manage complex cross-functional projects, building relationships and driving integration efforts across internal teams and external partners.
Partner with engineering teams to contribute to and deliver on product roadmaps, ensuring alignment with business outcomes.
Lead the development of staging and implementation plans for piloting and releasing new digital experiences.
Drive customer supportability, including documentation, troubleshooting guidelines, and best practices.
Act as a technical advisor and evangelist, educating stakeholders and customers about new digital engagement capabilities.
Continuously seek opportunities to improve processes, validate use cases, and ensure delivery excellence.
Develop and deliver Business Validate Testing and User Acceptance Testing processes coordinating with engineering and stakeholder teams to ensure quality releases.
Embody and promote Microsoft’s culture and values.