Job Description
In Engineering Operations (EngOps), we drive operational excellence across the Microsoft Cloud to improve reliability, security, and customer trust at scale. The EngOps Customer Reliability Engineering (CRE) team has combined a customer-first and engineering-minded approach where we strive to design the complete customer experience from end-to-end. As part of Azure, we consistently innovate and create new solutions to solve some of our most strategic and challenging problems. Owning Customer Health within CRE, our mission is to reduce risk, improve customer health and restore trust for critical customers. We work with customers to strengthen workload resiliency, resolve escalations, and scale through standards, integrated AI, and targeted platform improvements.We obsess over improving both customer outcomes and Azure platform reliability. As a Customer Experience Program Manager, you will lead a portfolio of high-impact initiatives focused on improving the health, resiliency, and operational maturity of Microsoft’s most critical customer workloads. You will operate at the intersection of customer engagement and platform engineering - translating insights into durable, systemic improvements that benefit both individual customers and contribute to the broader Azure ecosystem. This role requires strategic thinking, situational judgment, and deep execution. You will influence service design, help shape investment priorities, and lead cross-organizational efforts to mitigate risks, improve platform reliability, and strengthen customer confidence. You will partner closely with engineering, product, support, and field teams, and regularly engage senior stakeholders to align priorities and drive measurable outcomes. Success in this role requires technical depth, executive-level communication, and the ability to operate across ambiguity - turning complex customer challenges into scalable solutions that improve the Microsoft Cloud for all. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
