Principal Customer Experience Program Manager

Be part of a culture that pursues and celebrates excellence and drives innovation where success is a shared journey from a One Microsoft approach.

As the Principal Customer Experience Program Manager, you will join the Windows Commercial Scale Team as part of the Windows Ecosystem and Commercial Engagement organization. In this role, you are pivotal to enabling success for the Windows Commercial business, focusing on driving engagement with strategic partners (GSIs, Managed Service Providers, device manufacturers and sellers) and empowering partner enablement at scale. Our goal is to grow Windows commercial share by working through scale partners so that solving a problem once benefits thousands of downstream accounts. Through our partner enablement and engagement work, you will help deliver solid value to enterprise customers and support growth in this high-impact area as Microsoft continues to invest in delivering the best platform for today’s commercial customers and supporting their future needs.

You will work directly with both internal product engineering teams and external partners and customers, developing programs and approaches that scale success across a broad customer base. Solving a problem once with partner improves outcomes across the thousands of accounts they serve. Your expertise and leadership will be key to creating and executing motions that grow adoption of Windows in the enterprise sector, enabling customer outcomes that fuel our business priorities.

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

• Develop partner-specific strategies and drive partner selection and expansion decisions (customer scope, product stack coverage, geography, likelihood to adopt and produce feedback).
• Increase the install base health of the top partner-managed Windows customers, working with partners and internal stakeholders, through the following motions:
• Drive technical resolution: Architect solutions with Windows and Intune engineering teams to prioritize and drive both product fixes and non-engineering fixes (pre-sales support, enablement, marketing assets, partner education).
• Scale through partners: Drive creation of reusable, packaged solutions based on partner experiences that scale to multiple partners, AND design experiments with partners, compile insights, and scale them to the broader ecosystem of unmanaged partners.
• Partner signal: Engage strategic scale partners to collect product insights, Windows deployment and management pain points, manage escalations, and route aggregated signal to engineering to drive resolution.
• Voice of the Partner: Act as the Voice of the Partner throughout the engineering planning process.
• Enablement: Equip partners with Windows value proposition, roadmap, and compete messaging, and build partner-facing routes into Windows engineering.
• Evaluate customer strategies for product alignment and proactively advocate for enhancements to Microsoft solutions, using trends and insights to develop solutions proactively.
• Collaborate with partners to define conditions of success, gather requirements, and resolve potential blockers in deployments, adapting implementation as needed for optimal customer satisfaction.

Qualifications

Required Qualifications:

• Bachelor'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 equivalent experience.

Preferred Qualifications:

• Experience working with external customers and/or partners, cultivating and sustaining positive, long-term interactions.
• Knowledge of Microsoft endpoint management products/services and the ability to drive technical conversations.
• Experience building and managing strategic partnerships in the technology ecosystem.
• Proven ability to translate partner and customer feedback into actionable product and engineering recommendations.
• Experience driving end-to-end deployment, adoption, and change management initiatives for enterprise customers.
• Proven ability to influence without authority and build trusted relationships across technical and business stakeholders.
• Solid written and verbal communication skills, including executive-level presentations and stakeholder engagement.

#W+DJOBS

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.