Customer Experience Technical Program Management Specialist

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience. 

The Strategy and Operations team is dedicated to driving the strategic vision and operational excellence across CE&S. We aim to enhance our company's edge by leveraging market insights, fostering innovation, and ensuring seamless execution of strategic initiatives. 

As a Customer Experience Technical Program Management Specialist, you will be focused on how we as a business leverage new and innovative technology to transform the way we operate as an organization, paving the way for our customers to do the same. You will be instrumental in leading a programmatic approach to leveraging AI, especially generative AI and autonomous agents, to provide operating efficiency, customer experience improvements, and productivity improvements within the organization. You will be a critical change agent who leads with influence and delivers with success. This opportunity will allow you to demonstrate your excellent collaborative skills, technical mastery, and ability to turn strategic vision into reality.  

We are looking for a candidate with strong communication skills who can work across complex teams to get things done. If you have a passion for innovation, like to dig in and deliver, and thrive when given a challenge, then this may be the role.  

This role is flexible in that you can work up to 100% 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.

• You will be responsible for planning, managing, and landing large-scale AI transformations in customer experience and success across people, process, technology, and culture 
• You will partner with Engineering, product management, delivery teams, and stakeholders to design technical solutions across feature areas. You’ll also use data and insights to identify risks and propose technology and process mitigations. 
• You’ll define success criteria and create relationships for implementing features for complex cross-functional projects. You’ll coordinate and ensure alignment across organizations. 
• You will define and execute on sprint planning activities and hold teams accountable for delivery leveraging agile methodology 
• You will deliver on roadmap for multiple feature groups, track project schedules, develop staging and implementation plan, and manage governance programs. 
• You will drive continuous improvements by validating use cases and writing test cases from scratch. You’ll also lead teams to partner with other departments to collect performance metrics, drive customer support, and lead direct customer engagements. 

Other:

• Embody our and .