"Alerted.org

The Microsoft Security organization’s mission of making the world a safer place has never been more important. As threats become more frequent and sophisticated, we drive improvements into our security products that keep our customers, apps and their devices safe. The Microsoft Security Customer Experience Engineering (CxE) Team anticipates, amplifies, and systemically solves customer needs, to make the world a safer place for all. It does this by ensuring our product teams, such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview are always on the front lines with customers, taking accountability for the end-to-end Microsoft Security customer experience, and that customers have what they need to be successful leveraging our Security suite of products.

The CXE Security Care organization is forming a new team focused on developing customer centric agentic solutions in the Microsoft Security (MSec) supportability space. In this role, you will blend deep technical expertise with strategic vision to drive the development of intelligent, AI-driven agents and integration with broader partner agentic platforms. You will synthesize key learnings and emerging tech to form standards that will establish an Agentic Center of Excellence within CXE. You will help shape fundamentals for the design of AI agents that will transform the end-to-end customer experiences, built using the latest company and industry standards (e.g. Agent-to-Agent communication and Model Context Protocol) for interoperability. This is a chance to reimagine support processes beyond current constraints and deliver transformative customer experiences. The ideal candidate is driven, experimental, and passionate about AI, with a hands-on approach to rapid prototyping and a growth mindset for continual learning and adaptation.

This is a unique opportunity to lead the next wave of AI-driven innovation in customer suppor. We are looking for a Principal Product Manager who is excited by the idea of building intelligent agents/solutions at scale, experimenting with the latest AI tech, delivering innovation with partner teams and making a meaningful impact for millions of customers. We’d love to hear from you!

_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

• Product Vision & Strategy: Define and champion the vision for AI-powered support agents that transform customer service. Think beyond today’s limitations to imagine innovative agent-based workflows and align them with overall business goals.

• Rapid Prototyping & Experimentation: Drive a culture of rapid experimentation. Quickly develop proof-of-concept solutions for support scenarios using AI and embrace a fail-fast approach to learn and pivot when experiments don’t succeed.

• Intelligent Innovation Pipeline: Work with key stakeholders across the team to establish a centralized perspective/framework on the Agentic opportunities that have been prospected across our organization as well as alignment with partner teams. This framework will help identify the most impactful opportunities and determine how they will be funded.

• Technical Execution & Excellence: Work closely with engineering to build robust agent solutions that adhere to modern standards like A2A and MCP. Ensure the technical feasibility of product ideas by engaging in design discussions and developing best practices and patterns to meet high quality and interoperability bars. Help define the reference architecture and technology roadmap working closely with other TPM’s, Engineers and App Builders across CXE.

• Data-Driven Decision Making: Establish metrics and use data to guide product development. Collaborate with data scientists to instrument features and measure impact with scientific rigor. Analyze telemetry and experiment results to validate hypotheses and make evidence-based decisions on product direction.

• Leverage AI Tools: Utilize cutting-edge AI tools and assistants to accelerate research, development, and analysis. For example, use internal AI copilots for quickly gathering insights (competitive analyses, user feedback synthesis, etc.) and automate parts of the workflow, boosting team efficiency.

• Cross-Team Collaboration: Navigate corporate alignment by building partnerships across teams and organizations. Work with peers in engineering, support, UX, and other product groups to ensure your AI solutions integrate smoothly into the broader ecosystem. Act as a connector who shares knowledge and aligns efforts with related initiatives across the company. Derive and deliver Care agentic requirements that enable builders and customers to our partner platform and services teams.

• Leadership & Culture: Foster an innovative, growth-oriented team culture. Encourage team members to be hands-on, try new ideas, and learn from failures. Mentor PMs or cross-functional peers by exemplifying agility, curiosity, and a willingness to “get your hands dirty” in developing and testing new concepts. Ensure the team stays current with fast-evolving AI trends and technologies, continuously upgrading collective skills and approaches.

Qualifications

Required/minimum qualifications:

+ Bachelor's Degree AND 8+ years experience in product/service/program management or software development

+ OR equivalent experience.

+ 5+ years of experience with delivering successful software or cloud services.

+ 3+ years of experience engaging deeply with engineering on architecture, APIs, and technical trade-offs or working with AI agents and related protocols.

+ 5+ years of experience defining clear metrics and using data to drive decisions, and working with analytics or data science teams to measure product impact, run A/B tests, and apply rigorous analysis to prove out value propositions.

**Microsoft Cloud Background Check** : Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Additional or preferred qualifications:

+ Bachelor's Degree AND 12+ years experience in product/service/program management or software development

+ OR equivalent experience.

+ 4+ years experience taking a product, feature, or experience to market (e.g., design, addressing product market fit, and launch, internal tool/framework).

+ 6+ years experience improving product metrics for a product, feature, or experience in a market (e.g., growing customer base, expanding customer usage, avoiding customer churn).

+ 6+ years experience disrupting a market for a product, feature, or experience (e.g., competitive disruption, taking the place of an established competing product).

Product Management IC5 - The typical base pay range for this role across the U.S. is USD $139,900 - $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

Microsoft will accept applications for the role until November 18, 2025.

\#MSFTSecurity** **\#MSCareerEvents25

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) .