New

Senior Customer Experience Program Manager

Microsoft
$119,800.00 - $234,700.00 / yr
United States, Washington, Redmond
Mar 21, 2026
Overview Are you a customer-obsessed, process-driven problem-solver who thrives in an inclusive, collaborative global team? The Engineering Operations team's mission is to transform Microsoft Cloud customers into fans by ensuring the highest standards of operational excellence. Through our deep engagements with customers and teams across Microsoft, we analyze and optimize operational processes to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. We're on a mission to make support experiences frictionless - by making it easy for customers to receive the support they need, when and how they need it, throughout their Azure lifecycle. Azure Engineering Direct (AED) pioneers transformational support to expedite Azure adoption and value realization.Advanced Cloud Engineers (ACEs) walk with our AED customers on their Azure journey, so we meet them where they are and help them the way they want to be helped. Ensuring the success of ACEs is critical to AED. With over 300+ (and growing) ACEs across 3 continents, they are what makes AED a success and ensure that our customer's Azure journey is frictionless. Thanks to the support ACEs provide - AED has grown very rapidly these last 18 months. They have overseen exponential growth of AED customers Azure Consumed Revenue (ACR) and we're only just getting started. The AED SeniorProductManager-Delivery Excellence owns driving excellence in building world class support delivery processes,toolsandframework.As the PM responsible for ACEsuccess, you willoversee the design, build andsuccessful adoption of processesandtools, ensuring that our customers are driving toward ever-increasing Azure adoption with ease. You will not only enable AED operational efficiencybut also bring visibility to how ACEs deliver support, managechangesandcommunicate with our customers. Your ability to partner with stakeholders toidentifyand definesuccess measuresand ensure compliance with the AED customer experience journey is important; caring deeply about the lived experiences of ACEs,andultimately ourAzure customers is critical. Responsibilities In this role, you will own and drive the success of AED customers in partnership with ACE delivery managers to enable their ACEs to provide world class support for these customers. Key responsibilities include: Driveend to end support experienceexcellence byindustry-standardbest practices and infusing consistency and rigor across internal and external partners to create sustained impact for our customers. Serve as the primary interface for developing and implementing a comprehensivedeliveryexcellenceframeworkfor Azure customers. This includes designing,optimizing, and standardizing operational processes,selectingand deploying effective tooling, ensuring seamless execution, andmaintaininga robust knowledge base. Drivecontinuous improvement in operational efficiencyleveragingAgentic AI Approach Monitor the overall health and performance of operational delivery teams to ensure operationsmeet or exceed defined success measures. Developthrough customer interviews and testing of processes Build cross functional work across engineering and product groups to drive enhancements in support experience Lead projects end to end with cross functional work groups Drive strategic Delivery Excellence reviews with clear actions and owners. Create documentation such as policies, procedures,workflowsand user guides. Bring visibility to how we deliver support, manage change and communications. Identifyand bridge communication gaps between internal teams and across the Microsoft ecosystem to proactively mitigate risks that couldimpactoperations. This includes collaborating with partners to document and effectively escalate processes, fostering a collaborative environment. Collaborate with technology teams to develop andimplement solutions to proactivelyidentifyand resolve potential operational issues before theyimpactcustomers. Lead special projects aimed at improving operational efficiency as well as driving improvements to Azure services. Qualifications Required qualifications 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. 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. Additional qualifications Master'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 Bachelor'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 equivalent experience. Proficient with Cloud technologies, preferably Azure. Proven experience building and/or delivering support, or customer engineering programs at scale. Experience working with global teams across geographies and organizational boundaries in a fast-paced environment. Knowledge of and the ability to carry out the process of planning, organizing, and managing tasks and resources to accomplish a well-defined objective. Knowledge of different types of measurable indicators and success metrics, which includes an understanding of how indicators can be used to demonstrate the achievement of outcomes, outputs, goals, or objectives. ITIL/ITSM or MOF certification. Customer Experience Program Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $158,400 - $258,000 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.