Business Program Management

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Dedicated to resolving and preventing the most complex and high-impact customer issues. provide escalation excellence, driving customer satisfaction and loyalty through deep strategic insight and cross-functional orchestration.

Owning and resolving critical customer escalations that exceed standard support pathways. Requires a strong technical foundation, customer empathy, and the ability to influence internal stakeholders to drive resolution. Empowered to act decisively on behalf of the customer, ensuring their experience with Microsoft is enganced through expert intervention and strategic problem-solving.

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.

Responsibilities

Voice of Customer

• Gather a broad and deep understanding of customer feedback and trends.
• Develop and drive customer/partner listening plans and techniques.
• Analyze customer-related data and engage in critical conversations with stakeholders.
• Build actionable customer insights and employ storytelling for internal stakeholders.
• Prepare materials for Senior Leadership Teams (SLTs) and shape data-driven processes.
• Lead the development of problem statements and identify customer problems that need to be addressed.
  
  

Customer Satisfaction

• Assess top opportunities for change in customer/partner processes, systems, and products.
• Develop and drive actionable improvements through relevant business groups.
• Navigate complex areas of the Microsoft organization and influence stakeholders.
• Shape stakeholder engagement approaches and capture feedback on improvement plans.
• Cultivate strategic partnerships and drive meaningful relationships across the customer landscape.
• Engage with senior leadership and influence them to drive customer and partner improvements.
• Participate in strategic and complex business planning and execution projects.
  
  

Customer/Partner Obsession

• Act as chief customer and partner advocate in key business forums.
• Represent customer/partner interests and drive a customer-obsessed culture.
• Own accountability for customer loyalty and apply best practices.
• Cultivate broad understanding of customer experience, industry trends, and competitor knowledge.
• Become an expert on customers' and partners' business and share this knowledge with internal stakeholders.
• Shape processes and tools for knowledge gathering and sharing.
  
  

Program Management

• Own and support critical programs impacting customer satisfaction (e.g., segmentation, account management).
• Ensure customer voice is included in planning and decision-making.
• Drive field awareness on escalation paths and involve leadership as needed.
• Collaborate across the organization for role clarity and cross-team synergies.
• Prepare customers for changes to products/services.
  
  

Qualifications

Bachelor's Degree (or equivalent) in Sales, Marketing, Computer Science, Computer Engineering, IT, or related field AND 8+ years' experience in change management, project management, customer engagement, organizational development, sales/business engagement, relationship management, analytics, or customer feedback/intelligence program management

OR equivalent experience

• Solid technical understanding of Applications/Data scenarios and workloads
• Ability to stay up to date on new/improved Azure scenarios and workloads
• Demonstrated technical leadership through prior coaching/leadership roles
• Ability to act on customer escalation needs and orchestrate resources
• Project Management Professional (PMP)
• Incident Management Training
• Experience in customer-facing roles with technical expertise in escalation management
  
  

Master's Degree (or equivalent) AND 12+ years' experience in relevant fields

OR equivalent experience

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.
Skills Required
Technical Leadership, Customer Engagement, Escalation Management, Change Management, Program Management