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Microsoft · 22 hours ago

Customer Experience Program Manager

Redmond, WA

Full-time

Onsite

Mid, Senior Level

$101K/yr - $199K/yr

4+ years exp

Microsoft is a company where innovators converge to collaborate, envision transformative possibilities, and elevate their careers to unparalleled heights. We are seeking a Senior Program Manager to join the Dynamics 365 Customer Experience and Growth team, supporting our US Government customers, influencing product strategy, and driving innovation through customer feedback.

Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Be the technical expert on the ground with the customer team to increase confidence in the product capabilities & drive adoption

Own the relationships with multiple stakeholders within the customer accounts (ranging from senior leadership to architects & partners) to drive adoption & unblock issues

Communicate effectively to keep all the stakeholders (internal Microsoft & customer) informed of the progress of the engagement, issues, blockers, successes, and impact to drive adoption & realize value

Deeply understand the technical challenges, constraints and blockers faced by customers and provide recommendations for solving these challenges by suggesting multiple solutions and workarounds along with pros and cons for each approach, to enable the customer / partner team to successfully deploy solutions in production

Influence various product team owners to prioritize product features that are blocking customer scenarios by sharing feedback, explaining customer context & importance, effective communication and by leveraging senior leadership escalation, as necessary

Be the bridge between engineering & customer teams and own action items from customer engagements and drive them to completion by sharing regular updates to all the stakeholders, identifying the right owners for each action item, and regularly following up with the owners to completion

Be on the lookout for success stories & opportunities within customer organizations to uncover the human truth behind adoption & celebrate success

Qualification

Microsoft Dynamics 365Copilot StudioPower PlatformData AnalysisProject ManagementCustomer-facing ExperienceLeadership AcumenGenerative AI ExperienceCommunicationProblem SolvingNegotiating Skills

Required

Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development + OR equivalent experience

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter

Microsoft CJIS Program participation to support sovereign cloud customers

US Government Security Clearance

Preferred

Experience with Microsoft Dynamics 365 Solutions and Copilot Studio technologies and areas: Dynamics 365 CE, AI ERP

Microsoft Copilot Studio / Power Virtual Agents

Power Platform governance, security, and administration

Power Platform Application Lifecycle Management

Power Platform no-code, low-code, and pro-dev extensibility patterns

Core application or conversational AI platform development and solution architecture

Excellent communication and presentation skills

Comfortable in having conversations with customer stakeholders at multiple levels (C-level execs, program leads, directors, low-code app makers, developers, architects)

Strong project management, problem solving and negotiating skills, with proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations

Comfortable with ambiguity and a self-learner who can make decisions and keep making progress with minimal guidance

Strong leadership acumen, with ability to drive results by influencing without authority

Team player with a demonstrated habit of sharing and scaling knowledge – either internally or externally – through documentation, presentations, videos, code samples, accelerators, etc

Customer-facing experience

Experience in Generative and Agentic AI in solution architecture for Dynamics 365 or other SaaS applications