Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The Customer Success Digital Experience (CSDE) team creates compelling digital experiences by leveraging the full breadth of Microsoft technology and solutions to realize business outcomes and results, across CE&S teams and dependencies.
As a Senior Technical Program Manager, AI Program Metrics on the CSDE team, you will drive the delivery of innovative digital customer engagement experiences. You will orchestrate cross-functional initiatives that bring new customer offerings to market, working across CE&S teams and dependencies. Your work will directly impact how customers interact with Microsoft’s digital solutions, focusing on business outcomes and continuous improvement.

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.

Responsibilities

Program & Project Management
- Manage complex cross-functional projects, fostering collaboration across internal teams and external partners.
- Lead the development of staging and implementation plans for piloting and releasing new digital experiences.
- Develop and deliver Business Validation Testing and User Acceptance Testing processes, coordinating with engineering and stakeholder teams to ensure quality releases.
Product & Experience Delivery
- Lead ideation, prioritization, and delivery of new and existing digital engagement and platform experiences to drive adoption and satisfaction.
- Partner with engineering teams to contribute to and deliver on product roadmaps, ensuring alignment with business outcomes.
Stakeholder Engagement & Requirements
- Gather and synthesize technical requirements from stakeholders, translating business objectives into actionable program goals.
- Act as a technical advisor and evangelist, educating stakeholders and customers about new digital engagement capabilities.
Customer Supportability & Continuous Improvement
- Drive customer supportability through documentation, troubleshooting guidelines, and best practices.
- Continuously seek opportunities to improve processes, validate use cases, and ensure delivery excellence.
Other 
- Embody our culture and values.

Qualifications

Required Skills:

Bachelor’s Degree AND 4+ years' experience in engineering, product/technical program management, data analysis, or product development
2+ years of experience managing cross-functional and/or cross-team projects.

Preferred Skills:

Bachelor’s Degree AND 8+ years' experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
3+ years' experience managing and delivering data products, business intelligence and providing data analysis to leaders/team members OR equivalent experience.
6+ years' experience managing cross-functional and/or cross-team projects.
1+ year(s) experience reading and/or writing code (e.g., sample documentation, product demos).
2+ years' experience with Customer Success processes including reactive support or offering design and enablement.

Technical Program Management 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.