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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Microsoft CSS is one of the largest customer service organizations in the world, comprising tens of thousands of agents assisting more than one billion customers worldwide across voice calls, emails, and live chats.

The Technology, Strategy & Innovation (TSI) team is looking for a Principal Technical Program Manager to help influence and adopt Dynamics 365 Customer Service as our core customer support platform, and to design and implement capabilities to achieve our mission to transform Microsoft Support to an AI-powered global service and support workforce. This role requires strong leadership, strategic thinking, and exceptional communication skills to drive complex technical programs forward in a dynamic and fast-paced environment.

This role is flexible in that you can work up to 50% from home.

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

+ Define the set of strategic, core and support business architectural solutions that transcend functional and organizational boundaries; identify and describe entities and external systems that interact with the business and describe which resources and controls are involved in the processes.

+ Capture the relationships among roles, capabilities and business units, the decomposition of those business units into capabilities.

+ Capture the tactical and strategic goals and provide traceability through the organization mapped to metrics that provide ongoing process excellence.

+ Define the data shared across the enterprise and the relationships between those data.

+ Performs opportunity analysis, solution identification, product/capability definition and development coordination across Product & Engineering teams and surrounding Microsoft Support technologies.

+ Identifies crucial and strategic opportunities and gaps in the implementation of multiple feature areas.

+ Oversees governance programs and processes to ensure that specific performance requirements and standards are met.

+ Validates use-case and scenario outcomes, and performance targets that are being achieved.

+ Acts as a technical leader to educate and evangelize the Microsoft Support feature areas.

+ Mentor and coach junior program managers, fostering their professional growth and development.

+ Uphold Microsoft's values and principles, promoting a culture of diversity, inclusion, and ethical behavior in all program activities.

+ Other

+ Embody our culture and values

Qualifications

Required Qualifications

+ Bachelor's Degree AND 8+ years experience in engineering, product/technical program management, data analysis, or product development

+ OR equivalent experience.

+ 6+ years experience managing cross-functional and/or cross-team projects.

Preferred Qualifications

+ Bachelor's Degree AND 12+ years experience in engineering, product/technical program management, data analysis, or product development

+ OR equivalent experience.

+ 10+ years experience managing cross-functional and/or cross-team projects.

+ 1+ year(s) experience reading and/or writing code (e.g., sample documentation, product demos).

+ A broad, enterprise-wide view of the business and varying degrees of appreciation for strategy, processes, capabilities, and enabling technologies

+ The ability to recognize structural issues within the organization, functional interdependencies, and cross-silo redundancies

+ The ability to assimilate and correlate disconnected documentation and structures, and articulate their collective relevance to the organization and to high-priority business issues

+ The ability to collect, aggregate or disaggregate complex and conflicting information about the business

+ Experience modeling business processes using a variety of tools and techniques

+ The ability to communicate appropriately at all levels of the organization

+ The ability to act as liaison conveying needs of the business to product & engineering and data constraints to the business

Technical Program Management IC6 - The typical base pay range for this role across the U.S. is USD $161,600 - $286,200 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 $209,600 - $314,400 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

Microsoft will accept applications for the role until May 9, 2025.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .