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Senior Customer Experience Program Manager

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Microsoft Corporation

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Location:
United States , Redmond

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

119800.00 - 234700.00 USD / Year
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Job Description:

The AED Senior Product Manager - Delivery Excellence owns driving excellence in building world class support delivery processes, tools and framework. As the PM responsible for ACE success, you will oversee the design, build and successful adoption of processes and tools, ensuring that our customers are driving toward ever-increasing Azure adoption with ease. You will not only enable AED operational efficiency but also bring visibility to how ACEs deliver support, manage changes and communicate with our customers. Your ability to partner with stakeholders to identify and define success measures and ensure compliance with the AED customer experience journey is important; caring deeply about the lived experiences of ACEs, and ultimately our Azure customers is critical.

Job Responsibility:

  • 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

Requirements:

  • 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

Nice to have:

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

Additional Information:

Job Posted:
March 22, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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