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. 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.
This is a high-visibility, high-impact role for someone who is equally comfortable in a CXO briefing and in the product telemetry. You will engage directly with executives at Fortune 2500 organizations, diagnose systemic friction, and drive measurable change across the product and the field. 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. 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
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.
Lead “Get to Green” recovery engagements. Own customer recovery for critical, at-risk accounts: assess root causes, build and execute a structured recovery plan, align engineering, product, FastTrack, and field partners, and restore customer health and confidence.
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.
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.
QualificationsBachelor'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 Qualification:
Demonstrated experience in customer experience, customer success, technical program management, or a related discipline working with large enterprise customers.
Demonstrated ability to engage and build credibility with CXO-level executives at Fortune 2500 organizations.
Demonstrated track record managing executive escalations and leading recovery or “turnaround” engagements for critical accounts.
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.
Cross-functional collaboration and communication skills, with experience effectively partnering across engineering, product, and field organizations.
Cross-team collaboration, a proven connector who builds trust-based partnerships and works closely with other product groups beyond OPG, such as Copilot, to drive shared customer outcomes.
Ability to operate with ambiguity, balance multiple high-priority accounts, and drive outcomes without direct authority.
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.
Background partnering directly with engineering teams on product quality and roadmap influence.
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.
