Senior Customer Experience Program Manager

Responsibilities

• Lead end-to-end customer engagement lifecycles, from onboarding through delivery and retention, to drive Windows adoption and satisfaction.
• Orchestrate capability delivery by coordinating engineering escalations, critical project advisories, and post-incident reviews.
• Facilitate regular service reviews, change communications, and governance syncs to maintain transparency and drive customer success.
• Advocate for customer needs by capturing and relaying feedback to engineering and product teams to shape future product improvements.
• Drive program growth by identifying improvement opportunities and managing onboarding readiness across stakeholders.

Requirements

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or a related field.
• 4+ years of experience in engineering, product/technical program management, data analysis, or product development.
• Experience with incident management and handling technical escalations.
• Familiarity with PowerShell or automation scripting to streamline processes.
• Knowledge of Windows servicing and enterprise deployment tools.
• Ability to meet Microsoft and government security screening requirements.

Preferred Qualifications

• Demonstrated commitment to customer success within Windows and Microsoft 365 environments.
• Experience leveraging Microsoft support and telemetry tools (e.g., IcM, CRM, Service Reviews).
• Working knowledge of enterprise device management and modernization goals.
• Solid understanding of Windows servicing architecture and tools like Intune or ConfigMgr.
• Proven experience in technical account management or complex enterprise program delivery.

About the Company

Microsoft's mission is to empower every person and every organization on the planet to achieve more. We come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals within a culture of inclusion.