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Principal CX Program Manager

Microsoft· Customer Experience Program Mgmt
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Hybrid (United States, Multiple Locations)$142.8k - $274.8kFull-timePosted 3w ago

About the role

Lead the customer experience initiatives for Azure Data and Database services by translating customer, operational, telemetry, and capacity signals into strategic actions to improve capacity availability, reliability, and customer outcomes across Azure. Build scalable systems and workflows, influence engineering priorities, and partner across teams to drive cross-organizational improvements at cloud scale.

Responsibilities

  • 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.

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.

Skills

Required:Cross-functional program managementData-driven decision makingStrategic portfolio managementCustomer experience optimization
Last updated Oct 23, 2026. Interested? Apply on the company site.

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