Principal Customer Experience Program Manager

The Microsoft 365 Small and Medium Business (SMB) Engineering team is looking for a custome

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r-focused and data-driven Principal Customer Experience Program Manager to help us deliver exceptional experiences for our Microsoft 365 small and medium business customers. As the manager of the Customer Experience PM team, you will be responsible for designing, implementing, and measuring customer-centric programs that drive satisfaction, retention, and growth. You will work closely with cross-functional teams, including engineering, marketing, sales, and support, to identify customer needs, pain points, and opportunities, and to deliver solutions that enhance the value proposition of Microsoft 365 for SMBs. You will be a thought-leader for the SMB team in understanding the competitive landscape and industry trends and consolidating those insights into recommendations.

Responsibilities

  • Manage a team of Customer Experience PMs to develop and execute customer experience programs that help define and progress the Microsoft 365 SMB strategy and vision.
  • Conduct customer research and data analysis to deliver insights on how to improve the SMB customer experience with Microsoft products.
  • Define and track key performance indicators and success metrics for customer experience programs.
  • Collaborate with internal and external stakeholders to ensure alignment, coordination, and integration of customer experience initiatives.
  • Communicate and present program status, insights, and recommendations to senior leadership and other relevant audiences.

Qualifications

Required/Minimum Qualifications:

  • 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
  • OR equivalent experience.

Preferred Qualifications

  • Bachelor’s degree in business, marketing, engineering, or related field.
  • 3+ years of experience managing a team of PMs.
  • 8+ years of experience in program management, customer experience, or customer success roles.
  • Strong customer focus and empathy, with a passion for delivering exceptional customer experiences.
  • Excellent analytical, problem-solving, and decision-making skills, via quantitative and qualitative data and insights, to drive action and impact.
  • Outstanding communication and collaboration skills, with the ability to work effectively across teams and levels.
  • Self-motivated, proactive, and adaptable, with the ability to manage multiple projects and priorities in a fast-paced environment.
  • Knowledge of Microsoft 365 products and services, and the SMB market segment, is a plus.

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