Technical Program Management

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 AI Business Solutions (ABS) Voice of Customer (VoC) team advocates on behalf of the field and customers by capturing and structuring customer evidence and product feedback to unblock customers and influence Microsoft’s product roadmap across M365 Copilot and Copilot Studio by influencing Engineering Stakeholders. The team centralizes unified intake, aligns a data informed customer insights narrative, and drives engineering outcomes by orchestrating connections between customers, field stakeholders, and product engineering. The team operates within a culture built on growth mindset, customer obsession, inclusion, One Microsoft collaboration, and Security above all else, ensuring customer insights directly accelerate AI transformation. This role exists to be a technical Subject Matter Expert to curate, analyze, and communicate field and insights that inform engineering product roadmap priorities and unblock customer adoption of M365 Copilot and Copilot Studio. The IC contributes to the unified feedback process, synthesizes top customer blockers, and partners with CSU, STU, ATU and engineering teams to close the loop on high impact issues, ensuring customer needs are visible, actionable, and resolved. The role strengthens Microsoft’s internal customer centric feedback ecosystem by enriching systems of record, driving clarity around product gaps, and supporting the CSU Technical Strategy mission of being the voice of the customer and enabling customer success at scale. 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 OR equivalent experience.

Nice To Haves

Experience in technical program management, customer‑facing technical roles, or product‑adjacent roles (such as customer success or product operations).
Experience analyzing customer or field feedback and turning it into clear, actionable recommendations.
Ability to explain technical concepts to both technical and non‑technical audiences.
Strong collaboration skills across engineering, business, and customer‑facing teams.
Familiarity with cloud‑based platforms, AI-powered productivity tools, or enterprise software ecosystems.
Exposure to Microsoft 365, Copilot, Copilot Studio, Power Platform, or comparable technologies.
Experience working with enterprise feedback systems, issue tracking tools, or closed‑loop feedback processes.
Comfort working with ambiguous problems and helping teams align around evidence‑based decisions.
Working knowledge with Generative AI solutions and Agents (M365 Copilot, ChatGPT, Google Gemini, etc
Understanding of Generative AI

Responsibilities

Customer Feedback Intake and Analysis
Serve as a technical subject expert who helps guide customer feedback from intake through resolution.
Manage a consistent, well‑documented feedback process that ensures issues are correctly routed, tracked, and followed through.
Analyze customer scenarios, recurring challenges, and trends to surface clear insights.
Maintain accurate systems of record so customer needs and product gaps are visible and actionable.
Cross‑Functional Collaboration
Partner closely with engineering, product management, product marketing, and customer success teams.
Communicate customer needs and product gaps in a clear, evidence‑based way that supports roadmap planning and prioritization.
Coordinate follow‑through on high‑impact issues, ensuring customers see meaningful progress and closure.
Share insights with field teams to support adoption programs and customer communications.
Product Influence and Customer Unblocking
Help refine customer scenarios to clarify underlying technical and product challenges.
Track commitments, outcomes, and progress with engineering teams.
Support customers and field teams by removing technical blockers that slow adoption or impact outcomes.
Strengthen feedback loops so customer input continuously informs product improvement.
Culture and Ways of Working
Model inclusive, respectful collaboration across roles and disciplines.
Support a learning‑oriented environment where feedback, curiosity, and growth are valued.
Handle customer data responsibly and in alignment with security and privacy expectations.