Customer Experience Program Manager Surface Business Team

We are looking for a Senior Customer Experience Program Manager who combines customer-centric thinking strong business and data acumen and technical fluency to translate insights into scalable solutions.

You will help shape and scale Microsoft Device Protection Plan experiences by translating customer partner market and business insights into actionable product tooling and operational this cross-functional role you will partner with product engineering operations sales and other stakeholders to identify opportunities develop scalable capabilities and turn data into insights that inform business and product decisions. You will own and influence business intelligence and reporting solutions translate business needs into technical requirements and apply automation and AI-enabled solutions to improve partner experiences and operational will serve as a trusted advisor connecting customer and partner needs with technical and business opportunities and communicating insights and recommendations to a range of stakeholders.

Microsofts 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.

• Serve as a senior innovation PM: Architect automate and improve scalable capabilities tools dashboards and processes that enable partners and internal teams to operate and deliver Microsoft protection services more effectively (includes incentive programs COGS management underwriting & claims)
• Analyze market customer partner and business data to identify trends opportunities and areas for improvement translating insights into actionable recommendations that support business growth and customer outcomes.
• Own and evolve business intelligence reporting and AI-enabled tooling that provides insights into business performance customer needs and opportunities.
• Translate business and customer needs into business cases and technical requirements partnering with engineering product operations and other stakeholders to develop scalable solutions.
• Engage with customers and partners to understand needs pain points and emerging opportunities assess their broader applicability and inform product process and technology priorities.
• Identify and address opportunities to improve implementation adoption and operational efficiency determining when process improvements automation or AI-enabled solutions can help accelerate outcomes.
• Communicate business performance customer insights recommendations and opportunities clearly to technical business customer partner and leadership audiences.

Required Qualifications:

• Bachelors Degree in Computer Science Engineering Data Science Math Business or related field AND 4 years experience in engineering product/technical program management data analysis or product development.
  • OR equivalent experience.

Preferred Qualifications

• Masters 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 Bachelors 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 equivalent experience.
• Experience with business intelligence analytics and dashboard development including tools such as Power BI and translating data into actionable business recommendations.
• Experience translating customer or business needs into business requirements technical requirements or scalable solutions while partnering across engineering product operations and other cross-functional teams.
• Ability to communicate complex business and technical insights clearly to customers partners technical stakeholders and leadership.
• Familiarity with SQL Python AI tools or similar technologies for data analysis automation insight generation or solution development.
• Experience evaluating customer or business opportunities to identify scalable solutions process improvements or technology investments .

#WDJOBS

Customer Experience Program Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $119800 - $234700 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 $160200 - $261000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
position will be open for a minimum of 5 days with applications accepted on an ongoing basis until the position is filled.

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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process read more about requesting accommodations.

Required Experience:

IC