Principal Customer Experience Program Manager

Are you a customer-obsessed, engineering-minded program leader who thrives in high-stakes, regulated environments? Do you want to build a new function from the ground up, one that prevents customer outages before they happen and transforms how Microsoft supports its most sensitive cloud customers? Join Advanced Cloud Engineering & Supportability (ACES), a global Azure engineering support organization within Azure Engineering Operations (EngOps). ACES delivers engineering-led, world-class support across Azure's Government and Sovereign cloud portfolio, including US Government (Fairfax), and National Partner Clouds in France (Bleu), Germany (Delos), and Singapore (Merlion). We are building a new Gov Customer Resiliency function within ACES that brings proactive reliability engineering in-house for Government customers. This is not reactive support, this is about changing the probability, blast radius, and recovery time of customer outages through engineering-led detection, readiness, and prevention. The Role: We are hiring a Principal Customer Experience Program Manager to lead two interconnected workstreams under ACES Sovereign & Government: 1. Gov Customer Resiliency (60%) - You will build and operate a new Gov Customer Resiliency function, standing it up from scratch, starting with a named high-profile Government customer and scaling to a portfolio of 3-5 top Gov/Azure Engineering Direct customers. This function brings proactive resiliency capabilities in-house for Government customers under Sovereign & Government business. 2. Sovereign Cloud Operations & Readiness (40%) - You will drive support readiness, operational maturity, and customer experience strategy across Microsoft's Sovereign Cloud portfolio (Bleu, Delos, Merlion).