Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure Customer Experience (CXP) team’s mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. Microsoft Azure provides customers with on-demand and infinitely scalable infrastructure and platform for customers to build, host, and scale service applications on the Internet through Microsoft’s global data centers. If you are interested in a start-up like environment, passionate about cloud computing technology and driving growth in one of Microsoft's core businesses, then look no further than the Azure Customer Experience (CXP) Team! The Azure CXP team is the product and platform engineering service delivery, onboarding, and customer success unit in Azure engineering, responsible for deploying and managing customers’ mission-critical workloads; providing complete customer care through in-product experiences and platforms and strategic customer support delivery; identifying product opportunities and gaps and then driving innovations and improvements into the product.  Our customers experience Azure as a unified platform and as a result, their experiences throughout their service development lifecycle are defined by the consistency and support of the platform. At Microsoft, we are deeply committed to our customers and Azure CXP is charged with leading a world-class customer experience. One key area that allows us to consistently deliver a world-class Azure experience is through the development and advancement of supportability capabilities at scale. We are looking for a Principal Program Manager to lead the development and execution of the Agentic AI roadmap for Azure Supportability. 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

Roadmap Development: Define and drive the agentic AI roadmap for Azure Supportability to meet customer experience and efficiency objectives. Drive Clarity: Create, review, and gain alignment on BRD, PRD, and other documents to drive clarity with engineering and business teams. Cross-Team Leadership: Partner with engineering, product, and support teams to align goals, objectives and key results (OKRs), and delivery milestones for agentic AI initiatives. Stakeholder Communication: Own all stakeholder management including clearly communicating benefits, providing routine updates, and creating feedback loops so that we can iterate effectively. Derive Actionable Insights: Conduct research, interviews, and competitive analysis to stay ahead of the rapidly evolving AI landscape and identify customer needs, pain points, and opportunities. Quantify Impact: Measure and evaluate the performance, adoption, and feedback for AI efforts, and continually iterate based on data and insights. Technical Curiosity & Depth: Anticipate and deeply understand technical challenges, constraints and blockers faced and provide recommendations for solving these challenges in a methodical manner. Have a mixture of deep AI and other technical skills and business experiences to rethink what’s possible and solve challenging problems at scale across Azure. Obsess over customers and focus on solving their critical problems in a scalable and repeatable manner through transformative and impactful products. Can lead teams through rapid growth, evolving customer needs, and navigating complex and ambiguous scenarios.  Consistently strive to learn new skills and technologies in a fast-paced environment and can adapt quickly through experimentation and willingness to fail fast and iterate. Move fast in ambiguous spaces—driving rapid iteration, experimentation, and architectural decisions that balance speed, scope, and quality. 

Qualifications

Required qualifications:

Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
1+ year(s) of customer facing experience.
3+ years of experience in deep learning, ML, and/or AI.
3+ years of working on technical B2B products and services.

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 Engineering, or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
3+ years of customer facing experience.
Experience in developing ML and/or AI based solutions.
Knowledge of deep learning optimization and acceleration techniques.
Firsthand experience with Azure, AWS, or Google Cloud.
Experience with data analytics and related technologies, including Kusto (Azure Data Explorer), SQL, ETL technologies, machine learning (ML), and Power BI.  
Experience as a key contributor towards designing, shipping, and operating large-scale, cloud services or SaaS platforms.
Ability to write clear and concise business/technical/product requirement documents.
Ability to work well with and articulate ideas to people: customers, engineers, executives.
Combination of business acumen, deep technical knowledge, and effective communication and storytelling skills that have allowed you to solve difficult problems and drive clarity for stakeholders in ambiguous settings.
Passion and experience in solving complex and ambiguous problems.

Customer Experience Engineering 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 August 31st, 2025.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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