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With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Join a team at the forefront of transforming customer experience and support through technology innovation.

As part of the Tech Ops Excellence team within CE&S, you’ll help set the operational strategy and drive execution for all technology initiatives impacting our front line customer-facing roles —including Support Engineers, Supervisors, Customer Success Managers, and Professional Services professionals. You’ll be part of a group that connects business strategy to delivery execution, optimizing systems for efficiency and impact, and ensuring our organization is ready for the future of AI-powered customer engagement.

As the **AI-First Experience Program Lead,** you will establish and articulate a compelling future-state vision for how AI can transform the workflows, tools, and surfaces used by our front line teams. You’ll oversee the development and execution of technical roadmaps that infuse AI-powered capabilities into daily operations, driving improvements in efficiency, accuracy, and overall effectiveness.

This opportunity will allow you to:

• Accelerate your career growth at the intersection of AI, product management, and customer experience.

• Develop deep business acumen and technical expertise in AI transformation.

• Hone your skills in program and product management, UX research, and cross-functional leadership.

• Work flexibly, with opportunities for remote collaboration and partial work-from-home arrangements.

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

Vision & Strategy Alignment

+ Define and communicate a future-state vision for AI-first experiences across all customer-facing roles.

Technical Roadmap Development

+ Develop and maintain technical roadmaps that transform front line tools and workflows, ensuring alignment with business strategy and operational excellence.

Trend Monitoring & Innovation

+ Track best practices, Microsoft product updates and emerging trends in AI, ensuring roadmaps and visions account for technical advancements.

Engineering Partnership & Execution Support

+ Partner with Software and Hardware Engineering teams to convert the vision and roadmaps into reality, supporting ongoing program execution, obstacle management, and course corrections.

Program Delivery & Governance

+ Deliver on roadmap for multiple feature groups, track project schedules, develop staging and implementation plan, and manage governance programs.

Cross-Functional Coordination & Success Metrics

+ Define success criteria and create relationships for implementing features for complex cross-functional projects. Coordinate across various business and technical teams to ensure alignment across organizations.

UX Research & Customer Engagement

+ Apply UX research principles to understand lived experiences, and translate insights into actionable improvements. Lead teams to partner with other departments to collect performance metrics, drive customer support, and lead direct customer engagements.

Other

+ Embody our culture and values. (https://www.microsoft.com/en-au/about/values)

Qualifications

Required Qualifications

+ Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development

+ OR equivalent experience.

+ 2+ years of experience managing cross-functional and/or cross-team projects.

Preferred Qualificatios

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

+ OR equivalent experience.

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

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

Technical Program Management 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 $158,400 - $258,000 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

Microsoft will accept applications for the role until October 06, 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) .