Technical Program Manager - Customer Health & Success Program

Microsoft•Redmond, WA

14h

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 & Delivery (CSD) team creates compelling digital experiences by leveraging the full breadth of Microsoft technology and solutions to realize measurable business outcomes across Customer Success, Delivery, and Engineering teams. As a Senior Technical Program Manager (TPM) focused on Success Programs and Customer Health, you will serve as a technical and data‑driven orchestrator for complex, cross‑functional initiatives. This role is not a traditional delivery PM position. Instead, it is a design‑ and feasibility‑first TPM role responsible for translating business intent into executable, data‑backed programs that can scale. You will work at the intersection of business strategy, data, and technology—ensuring that success programs are technically feasible, measurable, and aligned to real customer outcomes before execution begins. 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).
Demonstrated ability to translate business objectives into technical and data requirements.
Proficient communication and influence skills; comfortable operating without direct authority.
Experience working with Microsoft data and platform technologies (e.g., Power Platform, Power BI, Dynamics 365, Microsoft Copilot Studio, Azure data services).
Experience supporting Customer Success or Service delivery models, including adoption, enablement, or success measurement.
Proven ability to operate effectively in high‑ambiguity environments and bring structure without over‑process.

Responsibilities

Program Design & Feasibility Ownership:
Own the technical and data feasibility of Success Programs and Customer Health initiatives prior to execution.
Translate ambiguous business goals into clear technical, data, and reporting requirements.
Act as a design‑phase gatekeeper, ensuring programs are viable, measurable, and scalable before approval.
Data & Measurement Leadership:
Partner with BI, data engineering, and analytics teams to define data sources, KPIs, and measurement strategies.
Ensure success programs have clear baselines, outcome metrics, and adoption measures.
Identify data limitations early and prevent teams from pursuing non‑feasible reporting or analytics paths.
Cross‑Functional Orchestration:
Orchestrate delivery across Customer Success, Engineering, Product, BI, and external partners.
Drive alignment across teams without direct authority, ensuring shared accountability and execution readiness.
Coordinate discovery, phased releases, deployment planning, and continuous improvement cycles.
Technical Program Leadership:
Serve as a trusted technical advisor to business and delivery leaders.
Partner with engineering and platform teams to align program needs with product and platform roadmaps.
Support agentic and AI‑enabled initiatives by ensuring technical rigor, governance, and measurement.
Continuous Improvement & Change Enablement:
Drive iterative improvement based on usage, adoption, and outcome signals.
Contribute to lightweight change management, enablement, and feedback loops to support adoption at scale.
Identify opportunities to standardize, simplify, and reuse program patterns across CSD.
Other
Embody our culture and values