Principal CX Program Manager

Own the Azure Data and Database customer experience portfolio by translating customer, operational, telemetry, and capacity signals into strategic actions that improve capacity availability, reliability, and customer outcomes. Define and evolve portfolio-level strategy, operating models, and governance for how Azure capacity customer experience is managed across customers, services, regions, and partner organizations. Build scalable mechanisms for demand signal management, prioritization, escalation management, capacity decision-making, proactive risk mitigation, and stakeholder communications. Lead the transformation of manual customer experience processes into system-led and agent-assisted workflows that improve efficiency, consistency, and decision quality at scale. Partner across engineering, product management, capacity planning, field, support, operations, and business teams to align priorities, influence investments, and deliver customer-focused outcomes. Identify emerging risks, gaps, and opportunities, and lead the development of durable solutions that address root causes and improve long-term customer and business results. Communicate customer insights, strategy, risks, tradeoffs, recommendations, and progress to senior leaders and cross-organizational stakeholders with clarity and credibility. Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience. 5+ years of experience managing cross-functional or cross-team projects. 3+ years of experience synthesizing customer, operational, and business signals to identify strategic opportunities, influence roadmap priorities, and drive scalable improvements to customer experience and operational efficiency.

using data and customer insights to identify opportunities, prioritize investments, and improve customer experience, operational efficiency, or business outcomes.

developing or scaling operational processes, automation, or Artificial Intelligence (AI)-assisted workflows that improve efficiency, consistency, or decision-making.