Microsoft

Principal Customer Experience Program Manager - The Office Product Group

United States, Washington, Redmond · Principal

Sponsorship not specified$143k-$275kDetected 1 day ago

Data AnalysisData ScienceCustomer SuccessCommunicationCollaboration

About the role

This is a high-visibility, high-impact role for someone who is equally comfortable in a CXO briefing and in the product telemetry.
Curiosity, analytical rigor, and a hands-on instinct to actually use and test the product are essential to success.
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.

In this role you will own the end-to-end experience of priority accounts, turning frontline customer signal into product improvement, leading high-stakes recovery engagements, and accelerating adoption of our newest AI capabilities.
You will engage directly with executives at Fortune 2500 organizations, diagnose systemic friction, and drive measurable change across the product and the field.
As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals.
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.
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.

Demonstrated track record managing executive escalations and leading recovery or "turnaround" engagements for critical accounts.
Cross-functional collaboration and communication skills, with experience effectively partnering across engineering, product, and field organizations.
Experience enabling enterprise adoption of Copilot and related AI capabilities at scale.
Familiarity with the Office / Microsoft 365 ecosystem and the FastTrack and field engagement models.

Experience designing and creating customer-led evaluations ("evals") to measure and improve product quality and AI performance, a plus.

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.

assess root causes, build and execute a structured recovery plan, align engineering, product, FastTrack, and field partners, and restore customer health and confidence.

Overview The Office Product Group (OPG) is looking for a Principal Customer Experience Program Manager to serve as the connective tissue between our largest, most strategic customers and the engineering and product teams who build Office and Copilot in Office.
Microsoft's mission is to empower every person and every organization on the planet to achieve more.
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.
Help customers successfully adopt and scale Copilot and our newest AI capabilities within Office, removing blockers and sharing best practices that unlock value.

equal opportunity employer.
If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the

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

This listing is sourced directly from Microsoft's careers page and normalized into a canonical job model.