Principal Customer Experience Program Manager

Overview

The Customer Experience Program Manager identifies and leads complex opportunities across Azure product areas, using artificial intelligence, customer insights, industry trends, and data to shape strategy and drive measurable outcomes. This role leads high-impact technical programs from problem definition through execution, ensuring alignment across engineering, product, business, and customer stakeholders.

The Principal CEPM conducts research, analyzes stakeholder and customer needs, identifies patterns and dependencies, and develops clear problem statements and solution hypotheses. They design and lead experiments to validate assumptions, inform investment decisions, and influence product and program roadmaps.

Working closely with engineering, product management, architecture, operations, and customer-facing teams, the Principal CEPM helps define integrated technical solutions, identify planning gaps, and ensure that technical execution aligns with Microsoft's Operational demand strategy. They establish program goals, prioritize capabilities, manage cross-team dependencies, and drive alignment across complex organizational boundaries.

The Principal CEPM also serves as a trusted advisor to customers and internal stakeholders. They lead feedback engagements, communicate complex technical concepts to diverse audiences, resolve conflicts, negotiate priorities, and build partnerships that accelerate program delivery and improve customer outcomes.

Responsibilities

Core Responsibilities

• Identify complex customer, product, and engineering opportunities across Azure services using data, telemetry, AI, research, and industry insights.
• Work with the engineering teams, field and various support teams to identify potential solutions whether through partnerships or development that could reduce operational demand.
• Lead customer and stakeholder engagements to gather feedback, validate needs, and shape product and program priorities.
• Define business and technical problem statements, hypotheses, experiments, and decision frameworks.
• Own large-scale technical programs across the product lifecycle, from strategy and planning through implementation, validation, and continuous improvement.
• Partner with engineering and architecture teams to develop integrated, scalable, secure, and customer-focused technical solutions.
• Detect roadmap, architecture, resource, and execution misalignment and drive teams toward resolution.
• Manage complex dependencies, risks, tradeoffs, and mitigations across multiple organizations.
• Coordinate roadmap prioritization and ensure technical execution delivers against strategic objectives.
• Develop executive-ready communications that clearly articulate program status, risks, decisions, outcomes, and required actions.

Qualifications

Required Qualifications

• Bachelors 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 equivalent experience.

Other Requirements

• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Preferred qualifications

• Masters 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 Bachelors Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
• 6+ years of experience managing cross-functional and/or cross-team projects.
• 1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).

#EngOps #EngOpsACES

Customer Experience Program Mgmt IC5 - The typical base pay range for this role across the U.S. is USD $142,800 - $274,800 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 $188,000 - $304,200 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.