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Our mission is to help customers operate efficiently and confidently as they embrace the latest technology. Our team specializes in the Microsoft 365 suite including Copilot and thrives on solving complex challenges through engineering-led engagement. Together, we empower organizations to streamline operations, unlock new possibilities, and stay ahead in a rapidly evolving digital world. If you’re ready to make a real impact at the forefront of tech innovation, we’d love for you to join us on this exciting journey!

We are seeking a **Customer Experience Program Manager II** to drive resolution acceleration and insights across Microsoft’s most critical customer engagements. This role centers on orchestrating engineering-led interventions for high-impact service issues, driving cross-functional triage, deriving product insights and ensuring rapid, repeatable outcomes across Modern Work platforms and AI. You will partner deeply with leadership, engineering, support, and field teams to streamline escalation pathways, implement proactive service improvement plans, and elevate customer confidence through precision-guided technical engagement. Your ability to synthesize complex signals, mobilize engineering resources, and deliver executive-level clarity will be essential to transforming issue resolution into a competitive advantage.

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

+ Rapidly assess customer challenges and mobilize best-fit resources to resolve them on a timely manner. This will often mean partnership with leaders, engineering teams, marketing, field and more.

+ Capture and synthesize customer feedback to drive continuous improvement in Microsoft 365 and Copilot services via partnerships with product owners.

+ Present executive-level updates and insights to senior leadership.

+ Define and track key metrics for issue resolution and customer satisfaction.

+ Continuously look for ways to improve our approach to customer success innovating in tooling, processes, use of AI and more.

+ Embody our culture and values .

Qualifications

Required Qualifications:

+ Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in engineering, product/technical program management, data analysis, or product development

+ OR equivalent experience.

+ Experience with capturing and synthesizing customer feedback to drive continuous improvement.

Other Requirements** **:

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.

Preferred Qualifications:

+ Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 3+ years experience in engineering, product/technical program management, data analysis, or product development

+ OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 5+ years experience in engineering, product/technical program management, data analysis, or product development

+ OR equivalent experience.

+ Experience with AI solutions and M365 is a plus.

+ Experience with leveraging data to derive insights and improve operational efficiency is a plus.

+ Strong Interest in deepening your knowledge about M365 products to more deeply understand our customer needs, especially in the AI space.

**Customer Experience Program Mgmt IC3** - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 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 $131,400 - $215,400 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 November 5, 2025.

\#DPG #G+E

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) .