Microsoft · 3 hours ago
Senior Customer Experience Program Manager
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $235K/yr
5+ years expMicrosoft is transforming the way Windows engages and supports its Commercial customers to drive product adoption and innovation. In this role, you will drive the success of Microsoft’s Mission Critical Services program, partnering with various stakeholders to enhance customer experience and optimize Windows functionality.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
Lead end-to-end customer engagement lifecycles, from onboarding through delivery and retention, ensuring alignment with program goals and excellence in execution
Orchestrate capability delivery by coordinating engineering escalations, critical project advisories, and post-incident reviews to resolve issues and improve service reliability
Facilitate regular service reviews, change communications, and governance syncs to maintain transparency and drive customer success
Advocate for customer needs by capturing and relaying feedback to engineering and product teams, facilitating CAB sessions, and submitting design change requests
Drive program growth by identifying new customer opportunities, supporting sales engagements, and managing onboarding readiness across stakeholders
Qualification
Required
Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 5+ years experience in program management, digital content publishing/management, or experience in a writing or editing role OR equivalent experience
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
Proven experience in enterprise customer engagement, technical account management, or program delivery roles
Proven experience managing complex customer engagements involving Windows Client/Server environments, including update servicing, deployment, and support coordination
Demonstrated expertise in 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
Familiarity with scripting and automation (e.g., PowerShell) to streamline customer engagement processes and enhance service delivery
Working knowledge of enterprise device management to support customer modernization and deployment goals
Solid understanding of Windows servicing architecture and enterprise deployment tools (e.g., Intune, ConfigMgr)
Ability to collaborate with engineering and support teams to advocate for customer needs and influence product improvements
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
Morningstar.com
2026-01-16
Company data provided by crunchbase