Senior Technical Program Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

As part of this mission, our Technical Success team drives rapid solution deployment and workload expansion for high-value customer scenarios. As a Senior Technical Program Manager, you will oversee programmatic engagements for our Analytics and AI Technical Success teams, ensuring delivery excellence and strategic alignment across complex customer projects. You will be accountable for program goals, KPIs, and the successful adoption of Microsoft’s cloud and AI platforms. This role partners closely with Factory, field, and engineering teams to unblock customer projects, accelerate value realization, and expand workload adoption.

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.

Responsibilities

Program Leadership:

• Oversee strategic engagements, ensuring alignment with business objectives and customer success outcomes.
• Drive programmatic execution, including migration, modernization, and rapid solution deployment for high-value scenarios.
• Own accountability for revenue, delivery excellence, and KPIs for assigned programs.
• Lead scalable process design for operational efficiency and effective stakeholder communication.
• Serve as the single source of truth for tracking, analysis, and reporting during engagement lifecycle.
• Stakeholder Engagement:
• Partner with Factory, field, and engineering teams to deliver customer solutions.
• Facilitate project kickoffs, stakeholder reviews, and regular standups to ensure alignment, blocker resolution, and adherence to project timelines.
• Drive impactful Winwire practices to highlight success stories.

FDE Partnership:

• Collaborate with delivery team members (Factory Architects, Developers, Technical Success Architects) to deliver customer solutions.
• Support FDE engagement lifecycle: nomination, onboarding, discovery, build, activate, and post-engagement handoff.
• Ensure clear expectation setting, scope definition, and governance for projects.
• Engage in customer calls throughout development, ensuring smooth transitions and successful outcomes.
• Continuous Improvement & Thought Leadership:
• Gather insights from engagements to shape program parameters and improve our product.
• Foster a culture of learning, innovation, and inclusivity.
• Model impactful community engagement and coach inclusivity.
• Provide delivery excellence SME and thought leadership across CE&S and GCS.

Core Competencies:

• Program Management: Applies proven program management methodologies to plan, execute, and deliver complex technical projects. Manages risks, dependencies, and resources to ensure successful outcomes and continuous improvement.
• Operational Excellence: Designs, implements, and optimizes business processes to drive efficiency, scalability, and consistency. Identifies and resolves operational bottlenecks, proactively recommending improvements.
• Cross-Team Collaboration: Partners with managers, directs, and cross-functi