Principal Customer Experience Program Manager

Overview Power the customer experiences that run on Azure. Our team sits at the intersection of customer experience, Azure capacity, and operational excellence, ensuring that critical customer workloads and first-party services have the capacity, reliability, and supportability they need to succeed. You will work across engineering, capacity planning, support, field, and leadership teams to drive strategic improvements that strengthen customer outcomes and the Azure platform. As a Principal Customer Experience Program Manager, you will transform customer, operational, and capacity signals into strategic actions that improve capacity experiences for Azure Data and Database services. You will build scalable systems, processes, and agent-assisted workflows that proactively identify risks, influence engineering priorities, and improve customer outcomes at cloud scale. This opportunity will allow you to deepen your expertise in cloud infrastructure, drive cross-organizational strategy, and lead transformative initiatives that shape the future of Azure customer experience. 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.

Responsibilities

• Own the Azure Data and Database customer experience portfolio by translating customer, operational, telemetry, and capacity signals into strategic actions that improve capacity availability, reliability, and customer outcomes.
• Define and evolve portfolio-level strategy, operating models, and governance for how Azure capacity customer experience is managed across customers, services, regions, and partner organizations.
• Build scalable mechanisms for demand signal management, prioritization, escalation management, capacity decision-making, proactive risk mitigation, and stakeholder communications.
• Lead the transformation of manual customer experience processes into system-led and agent-assisted workflows that improve efficiency, consistency, and decision quality at scale.
• Partner across engineering, product management, capacity planning, field, support, operations, and business teams to align priorities, influence investments, and deliver customer-focused outcomes.
• Identify emerging risks, gaps, and opportunities, and lead the development of durable solutions that address root causes and improve long-term customer and business results.
• Communicate customer insights, strategy, risks, tradeoffs, recommendations, and progress to senior leaders and cross-organizational stakeholders with clarity and credibility.

Qualifications Required Qualifications:

• Bachelor'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 equivalent experience.

Other Requirements:

• 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.

Preferred Qualifications:

• Master'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 Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development

• OR equivalent experience.

• 5+ years of experience managing cross-functional or cross-team projects.

• 3+ years of experience synthesizing customer, operational, and business signals to identify strategic opportunities, influence roadmap priorities, and drive scalable improvements to customer experience and operational efficiency.

• Experience using data and customer insights to identify opportunities, prioritize investments, and improve customer experience, operational efficiency, or business outcomes.

• Experience with cloud infrastructure, capacity planning, demand forecasting, and large-scale distributed systems, preferably in Microsoft Azure or a comparable cloud environment.

• Experience developing or scaling operational processes, automation, or Artificial Intelligence (AI)-assisted workflows that improve efficiency, consistency, or decision-making.

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Customer Experience Program Mgmt IC5 - The typical base pay range for this role across the U.S. is USD $142,800 - $274,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $188,000 - $304,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.