Microsoft · 1 day ago
Principal Customer Experience Program Manager
Redmond, WA
Full-time
Hybrid
Senior Level, Lead/Staff
$140K/yr - $275K/yr
7+ years expMicrosoft is transforming the way Windows engages and supports its Commercial customers to drive product adoption and innovation. As a Principal Customer Experience Program Manager, you will lead the Mission Critical Services program for Windows, partnering with enterprise customers and stakeholders to optimize Windows functionality and ensure customer satisfaction.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
Drive growth of the program by identifying and implementing long-term strategy, new customer opportunities, supporting sales engagements, and managing onboarding readiness across stakeholders
Establish program innovation by leveraging emerging AI capabilities and data insights to deliver best-in-class service, delight customers and reach cost-effective business returns
Lead end-to-end customer engagement lifecycles, from onboarding through delivery and retention, ensuring alignment with program goals and excellence in execution
Lead regular service reviews, change communications, and governance syncs to maintain transparency, drive program success and guarantee customer satisfaction
Orchestrate efficient service operations by coordinating engineering escalations, and post-incident reviews to resolve issues and improve quality of service
Advocate for customer needs by capturing and relaying feedback to engineering and product teams, facilitating customer feedback sessions, and championing strategic product design change requests when needed
Qualification
Required
Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 7+ years experience in program management, digital content publishing/management, or experience in writing or editing role + 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
Preferred
Proven experience in enterprise customer engagement, technical account management, or engagement programs strategy/delivery roles
Proven experience establishing growth strategies for customer engagement or product adoption programs
Ability to collaborate with engineering and support teams to advocate customer needs and influence product improvements
Demonstrated expertise in customer incident management, escalation handling, and post-incident analysis (e.g., PIR, RCA)
Demonstrated commitment to customer success, with a proactive approach to identifying and resolving customer pain points across Windows and Microsoft 365 environments
Experience leveraging Microsoft support and telemetry tools (e.g., IcM, CRM, Service Reviews) to drive insights and improve customer outcomes
Working knowledge of enterprise device management to support customer modernization and deployment goals
Solid understanding of Windows servicing architecture
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
2026-01-16
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2026-01-16
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