Senior Customer Experience Program Manager

• Drive end to end support experience excellence by industry-standard best 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 comprehensive delivery excellence framework for Azure customers
• Drive continuous improvement in operational efficiency leveraging Agentic AI Approach
• Monitor the overall health and performance of operational delivery teams to ensure operations meet or exceed defined success measures
• Develop through 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, workflows and user guides
• Bring visibility to how we deliver support, manage change and communications
• Identify and bridge communication gaps between internal teams and across the Microsoft ecosystem to proactively mitigate risks that could impact operations
• Collaborate with technology teams to develop and implement solutions to proactively identify and resolve potential operational issues before they impact customers
• Lead special projects aimed at improving operational efficiency as well as driving improvements to Azure services

• 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
• 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

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