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 Customer Experience Program Manager - United States 

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Date posted: Sep 05, 2023

Job number: 1613492

Work site: Up to 100% work from home

Travel: 0-25 %

Role type: Individual Contributor

Profession: Program Management

Discipline: Customer Experience Program Mgmt

Employment type: Full-Time


Job Description 


Microsoft Cloud Operations + Innovation is the team behind the cloud and responsible for delivering over 200 Microsoft web portals, live and online Services around the world including infrastructure, security and compliance, operations, globalization, and manageability. 

The Infrastructure Planning and Acquisition Center of Excellence team (IPA CoE) is responsible for enabling and optimizing the foundation that supports infrastructure delivery for Land, Energy, Networking, Datacenter Planning and Cost Management through efficient processes, data driven decision making, innovation, and automated and integrated tool sets.

As a Customer Experience Program Manager, you will drive process improvements supporting technology programs to build the next generation of services for our organization and serve as a stakeholder for driving business operations and network operations strategy across key IPA functions.

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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.


Required Qualifications:

> Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in engineering, product/technical program management, data analysis, or product development

> OR equivalent experience.

Other Qualifications:

> 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:

> Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 5+ years experience in engineering, product/technical program management, data analysis, or product development

* OR equivalent experience.

> Business acumen

> Detailed oriented & thorough

> Experience or knowledge of Network Acquisition, Sourcing and Delivery

> Experience of knowledge in Business Operations & understanding of Financial Capex and Opex processes

> Experience as Process & Solutions Architect and experience in running technology programs

> Planning and time management skills, the ability to simultaneously manage multiple projects with aggressive timelines and be able to prioritize work accordingly

> Proficiency using Microsoft Office Suite, OneNote, SharePoint

> Ability to navigate in an ambiguous environment

> Problem-solving skills

> Proven success working in a complex environment and across a diverse set of business, engineering and operational stakeholders

> Agile in focus and communications - shifting from strategic to tactical depending on the needs of the day and the audience.

> Embraces continuous improvement and new ways of doing things

Job Salary 

Customer Experience Program Mgmt IC3 - The typical base pay range for this role across the U.S. is USD $94,300 - $182,600 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 $120,900 - $198,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:


> Work closely with Business architecture, Capability PMs, Business partners Engineering teams to plan and execute on Big bets program roadmap.

> Engage with business and engineering stakeholders to build business process maps to illustrate the flow of crucial information and critical handoffs in a complex system landscape with multiple in-house and external solutions.

> Collaborate with business and engineering teams to create To Be process flows and drive change management aligned with business and technical initiatives.

> Maintain documentation with process standards and review them periodically to ensure process adherence, updating them as business conditions change and processes evolved.

> Work closely with engineers, partners, and stakeholders to gather and prioritize requirements and ensure alignment on business scenarios.

> Managing schedules, risks, and issues and communicating them effectively to the team, management, and partners.Listen and learn directly from customers and through customer data to ensure we’re making correct decisions each step of the way.

> Partner and coach process champions across teams to establish, grow and standardize process excellence practice.

> Create process capability roadmaps to support org’s process maturity journey and drive alignment with technology roadmaps.

> Driving process accessibility through centralization and process education.


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

> Industry leading healthcare

> Educational resources

> Discounts on products and services

> Savings and investments

> Maternity and paternity leave

> Generous time away

> Giving programs

> Opportunities to network and connect

About the Company 

Find it on Apple News+

Microsoft is an equal opportunity employer. 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, 


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