Senior Customer Experience Program Manager

Team and role overview

Responsibilities

• Analyze customer satisfaction and quality data to track support effectiveness and health.
• Address customer-impacting support process, data, and system gaps.
• Monitor operational metrics and drive process improvements.
• Work with engineering, product, and business teams to improve systems, automation, and efficiency.
• Partner with platform teams to address capacity reliability issues and prevent customer failures.
• Act as technical advisor and escalation point for issues beyond vendor operations’ capabilities.
• Collaborate with Azure engineering and business stakeholders to design deployment and platform capabilities.
• Facilitate industry-standard root-cause analysis for premium customers.

Required qualifications

• Bachelor’s degree in Computer Science, Engineering, Data Science, Mathematics, Business, or a related field and 5–8 years of relevant experience, or equivalent experience.
• Must meet Microsoft, customer, or government security screening requirements, including the Microsoft Cloud Background Check at hire or transfer and every two years thereafter.

Preferred qualifications

• Relevant master’s degree with 6+ years of relevant experience, relevant bachelor’s degree with 8+ years, or equivalent experience.
• 7+ years of technical and business experience in engineering, program management, capacity management or optimization, or cloud capacity management.
• Azure platform or operations experience in cloud service architecture, deployment, and configuration.
• Deep understanding of cloud services, usage scenarios, and implementations; experience with cloud engineering teams is preferred.
• Ability to troubleshoot technical issues, explain complex scenarios clearly, resolve customer issues, and influence long-term success plans.

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