Microsoft

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.
  • Microsoft's mission is to empower every person and every organization on the planet to achieve more.

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. 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.
  • Identify systemic issues and improve product quality. 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.
  • Work shoulder-to-shoulder with engineering, product, FastTrack, and field teams, and partner closely with product groups beyond OPG, such as Copilot, to align on priorities, close the loop on customer commitments, and deliver a coherent customer experience.
  • Test and pressure-test the product. Use the product deeply and hands-on, replicating customer scenarios to validate quality, anticipate issues, and ground your recommendations in firsthand experience.
  • 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.
  • Demonstrated ability to engage and build credibility with CXO-level executives at Fortune 2500 organizations.

Requirements

  • 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.

Nice to have

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

Compensation

  • $143k-$275k

Company info

  • Enable adoption of Copilot in Office. Help customers successfully adopt and scale Copilot and our newest AI capabilities within Office, removing blockers and sharing best practices that unlock value.
  • 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.
  • 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

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

Visa & Work Authorization

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