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Overview

Microsoft is transforming customer engagement with **Dynamics 365 Contact Center** , delivering AI-powered, omnichannel experiences at enterprise scale. We are seeking a **Partner Director of Product Management** to lead the vision, strategy, and execution for this next-generation CCaaS solution. This role is pivotal in shaping how businesses deliver exceptional service experiences globally.

Responsibilities

+ **Define Product Vision & Strategy**

+ Set the long-term vision for Dynamics 365 Contact Center aligned with Microsoft’s AI-first approach.

+ Own the roadmap for voice, digital channels, and AI-driven agent experiences, including **Copilot** , **Conversational IVR** , and **Sentiment-Based Routing** .

+ **Drive Customer & Market Insights**

+ Engage with enterprise customers, partners, and analysts to identify pain points and emerging trends.

+ Translate insights into differentiated product capabilities that strengthen Microsoft’s competitive position.

+ **Lead Cross-Functional Execution**

+ Partner with engineering, design, marketing, and sales to deliver high-quality releases on time and at scale.

+ Align across **CXA** , **Biz Apps** , **Teams** and **Copilot Studio** teams for integrated experiences.

+ **Champion Innovation**

+ Infuse **Generative AI** , **autonomous agents** , and **low-code/no-code tools** into Contact Center workflows.

+ **Own Performance Metrics**

+ Drive adoption, DAU/MAU, NSAT, and revenue growth through telemetry-driven prioritization.

+ **Represent Microsoft**

+ Act as a thought leader at industry events, analyst briefings, and customer advisory boards.

Qualifications

Required:

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

Preferred:

+ Experience with **Dynamics 365** , **Teams, Azure Communication Services** , or similar platforms.

+ Familiarity with **compliance frameworks** (PCI, GDPR) and global deployment considerations.

+ 10+ years in product management, with 5+ years in leadership roles.

+ Proven experience in **Contact Center** , **CCaaS** , or enterprise SaaS products.

+ Strong understanding of **AI/ML technologies** , **cloud platforms** , and **customer engagement solutions** .

+ Track record of delivering complex products at scale with measurable business impact.

+ MBA or advanced degree in business, technology, or related field.

Product Management IC7 - The typical base pay range for this role across the U.S. is USD $212,800 - $338,400 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 $236,000 - $370,800 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, read more about requesting accommodations. (https://careers.microsoft.com/v2/global/en/accessibility.html)