Senior Technical Program Manager

Overview

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.

 

Microsoft is looking for Senior Technical Program Manager. You will be part of Technology Programs for Customer Service & Support (TPC), which sits within S&O and is responsible for defining, prioritizing, and governing shared technology platforms and foundational capabilities, including AI enabled operations, observability, manageability, governance, intelligent workflows, and platform consistency. TPC operates at various programs level, establishing clear ownership and works closely with engineering, operations, and business partners to ensure platforms are scalable, reliable, and operationally ready— enabling CE&S to scale safely and efficiently as customer needs and technology evolve.

Join us to shape the platforms and capabilities that power Microsoft’s global support ecosystem—working on platform level initiatives at global scale that influence multiple teams and directly impact how millions of customers experience Microsoft through scalable, AI enabled solutions.

 

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

• Lead platform level technical programs with significant autonomy, delivering outcomes aligned with TPC priorities such as AI enabled transformation, core platform modernization, and shared CE&S capabilities.
• Partner with engineering, product, and business leaders to shape and deliver the platform roadmap, aligning on program goals, architectural direction, and success metrics while balancing near term delivery with long term platform health and operational readiness.
• Own platform quality and non functional requirements (NFRs), i.e. ensuring reliability, scalability, performance, security, resiliency, observability, and cost efficiency are embedded across planning, execution, and success measurement.
• Define program goals, priorities, and scope across capabilities, features, or solutions spanning multiple products or functional areas.
• Establish operating rhythms and trusted relationships to orchestrate complex cross team and cross org execution, managing dependencies, risks, and tradeoffs to ensure predictable delivery. 
• Help define platform standards and support continuous improvement, with a focus on AI observability, manageability, and governance, while contributing to reducing long-term risk and technical debt.
• Break down large programs into executable projects and ongoing operational work, ensuring clarity of ownership and execution.
• Drive cross team and cross org execution, managing dependencies, risks, and tradeoffs while unblocking teams to ensure predictable delivery across multiple workstreams.
• Represent TPC with leadership, translating complex technical topics into clear, outcome-focused insights that support decision-making and long-term strategy.
• Partner with contributing teams to collect performance data, track progress, and translate insights into actions that improve development, iteration, and delivery outcomes.

Qualifications

Required/Minimum Qualifications:

• Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 2+ years of experience managing cross-functional and/or cross-team projects.

  Other Requirements:This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.  Additional or preferred qualifications:

• Bachelor's Degree AND 8+ years experience engineering, product/technical program management, data analysis, o