Technical Program Manager, Customer Value Realization & Growth - Unified Services

Microsoft•Redmond, WA

About The Position

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 (Customer Experience & Success). As the Technical Program Manager, Customer Value Realization & Growth – Unified Services on the CSDE team, you will drive the delivery of innovative digital customer engagement experiences focused on “Value Realization and Growth” through system and tooling changes. You will orchestrate cross-functional initiatives that accelerate customer value realization, through execution excellence for Consumption, Usage and Unified Support. 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 experience managing cross-functional and/or cross-team projects.

Nice To Haves

Interpreting business frameworks (e.g., Consumption & Usage Excellence) and converting them into clear technical requirements.
Defining user stories, requirements, and acceptance criteria aligned to measurable business outcomes.
Strong technical literacy, including reading solution architecture diagrams and understanding service dependencies, APIs, and data flows.
Leading large‑scale enterprise platform and workflow transformation initiatives.
Managing backlogs, prioritization, and release planning within agile delivery models.
Designing and executing Business Value Testing (BVT), including test scripts, scenarios, and edge‑case validation.
Documenting defects, gaps, and change requests with clarity and discipline.
Mapping current‑state vs. future‑state processes and identifying gaps or improvement opportunities.
Representing business needs in engineering forums and translating engineering perspectives back to business stakeholders.
Influencing cross‑functional teams—product, engineering, design, operations, and field—without formal authority.

Responsibilities

Lead AI‑first ideation, prioritization, and delivery of digital engagement and platform experiences that drive customer adoption and satisfaction across CSP (Customer Success Planning), CSDR (Customer Success Delivery Review), Consumption Planning, and MCEM (Microsoft Customer Engagement Methodology).
Manage complex cross‑functional initiatives, fostering strong partnerships across internal teams and external collaborators.
Define success metrics, including OKRs and KPIs, for all programs under your ownership.
Partner closely with engineering to shape and execute product roadmaps tied to business outcomes.
Create clear user stories, technical requirements, and acceptance criteria to guide development.
Expertly use Azure DevOps (ADO) to manage backlogs, track work items, coordinate releases, and ensure transparent, data‑driven delivery across engineering and stakeholder teams.
Design and run Business Value Testing (BVT) and User Acceptance Testing (UAT), ensuring high‑quality, validated releases.
Lead staging, pilot planning, and implementation strategies for new digital experiences.
Drive customer supportability through documentation, troubleshooting guidance, and best‑practice development.
Serve as a technical advisor and evangelist, educating stakeholders and customers on new digital engagement capabilities.
Continuously improve processes, validate use cases, and uphold delivery excellence across programs.