Customer Experience Program Manager -Surface Business Team

Overview

We are looking for a Senior Customer Experience Program Manager who combines customer-centric thinking, strong business and data acumen, and technical fluency to translate insights into scalable solutions.

You will help shape and scale Microsoft Device Protection Plan experiences by translating customer, partner, market, and business insights into actionable product, tooling, and operational improvements.In this cross-functional role, you will partner with product, engineering, operations, sales, and other stakeholders to identify opportunities, develop scalable capabilities, and turn data into insights that inform business and product decisions. You will own and influence business intelligence and reporting solutions, translate business needs into technical requirements, and apply automation and AI-enabled solutions to improve partner experiences and operational effectiveness.You will serve as a trusted advisor, connecting customer and partner needs with technical and business opportunities and communicating insights and recommendations to a range of stakeholders.

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

• Serve as a senior innovation PM: Architect, automate, and improve scalable capabilities, tools, dashboards, and processes that enable partners and internal teams to operate and deliver Microsoft protection services more effectively (includes incentive programs, COGS management, underwriting & claims)
• Analyze market, customer, partner, and business data to identify trends, opportunities, and areas for improvement, translating insights into actionable recommendations that support business growth and customer outcomes.
• Own and evolve business intelligence, reporting, and AI-enabled tooling that provides insights into business performance, customer needs, and opportunities.
• Translate business and customer needs into business cases and technical requirements, partnering with engineering, product, operations, and other stakeholders to develop scalable solutions.
• Engage with customers and partners to understand needs, pain points, and emerging opportunities, assess their broader applicability, and inform product, process, and technology priorities.
• Identify and address opportunities to improve implementation, adoption, and operational efficiency, determining when process improvements, automation, or AI-enabled solutions can help accelerate outcomes.
• Communicate business performance, customer insights, recommendations, and opportunities clearly to technical, business, customer, partner, and leadership audiences.

Qualifications

Required Qualifications:

• Bachelors Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development.
• OR equivalent experience.

Preferred Qualifications

• Masters 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 Bachelors 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 equivalent experience.
• Experience with business intelligence, analytics, and dashboard development, including tools such as Power BI, and translating data into actionable business recommendations.
• Experience translating customer or business needs into business requirements, technical requirements, or scalable solutions while partnering across engineering, product, operations, and other cross-functional teams.
• Ability to communicate complex business and technical insights clearly to customers, partners, technical stakeholders, and leadership.
• Familiarity with SQL, Python, AI tools, or similar technologies for data analysis, automation, insight generation, or solution development.
• Experience evaluating customer or business opportunities to identify scalable solutions, process improvements, or technology investments.

#W+DJOBS

Customer Experience Program Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $160,200 - $261,000 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.