Microsoft
Principal Customer Experience Program Manager - The Office Product Group
Redmond, WA, US · Principal
Sponsorship not specifiedDetected 1 day ago
Data AnalysisData ScienceCustomer SuccessCommunicationCollaboration
About the role
- Act as the senior point of accountability for critical escalations, coordinating rapid, cross-functional response, communicating clearly with executive stakeholders, and driving issues to resolution.
- Gather and synthesize customer feedback and product asks.
- Systematically capture feedback, feature requests, and unmet needs; translate them into clear, prioritized, well-evidenced input for product and engineering teams.
Responsibilities
- Drive strategic customer engagements.
- Build and own trusted relationships with our most strategic accounts, representing the voice of the customer inside the product group and the voice of the product to the customer.
- Manage executive escalations.
- Lead "Get to Green" recovery engagements.
- Move beyond one-off fixes, analyze patterns across accounts and signals to surface systemic problems, then partner with engineering to drive durable quality improvements.
- Partner across the organization.
- Use the product deeply and hands-on, replicating customer scenarios to validate quality, anticipate issues, and ground your recommendations in firsthand experience.
- Demonstrated ability to engage and build credibility with CXO-level executives at Fortune 2500 organizations.
- Demonstrated analytical skills - able to work with data and telemetry to identify patterns, isolate systemic issues, and build evidence-based recommendations.
- Curiosity and a hands-on mindset - a genuine drive to understand how the product works, to use and test it directly, and to get to the root of problems.
Benefits
- assess root causes, build and execute a structured recovery plan, align engineering, product, FastTrack, and field partners, and restore customer health and confidence.
Company info
- Help customers successfully adopt and scale Copilot and our newest AI capabilities within Office, removing blockers and sharing best practices that unlock value.
- Demonstrated experience in customer experience, customer success, technical program management, or a related discipline working with large enterprise customers.
Apply directly at Microsoft →Create a free account for alerts like thisView Microsoft immigration profile
This listing is sourced directly from Microsoft's careers page and normalized into a canonical job model.