Principal Customer Experience Program Manager

Are you a customer-obsessed, process-driven problem-solver who thrives in an inclusive, collaborative global team? The Engineering Operations team’s mission is to transform Microsoft Cloud customers into fans by ensuring the highest standards of operational excellence. Through our deep engagements with customers and teams across Microsoft, we analyze and optimize operational processes to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work.
We’re on a mission to make support experiences frictionless – by making it easy for customers to receive the support they need, when and how they need it, throughout their Azure lifecycle. Azure Engineering Direct (AED) pioneers transformational support to expedite Azure adoption and value realization. Advanced Cloud Engineers (ACEs) walk with our AED customers on their Azure journey, so we meet them where they are and help them the way they want to be helped. Ensuring the success of ACEs is critical to AED. With over 300+ (and growing) ACEs across 3 continents, they are what makes AED a success and ensure that our customer’s Azure journey is frictionless. Thanks to the support ACEs provide - AED has grown very rapidly these last 18 months. They have overseen exponential growth of AED customers Azure Consumed Revenue (ACR) and we’re only just getting started.
The AED Principal Product Manager - Delivery Excellence owns driving excellence in building world class support delivery processes, tools and framework. As the PM responsible for ACE success, you will oversee the design, build and successful adoption of processes and tools, ensuring that our customers are driving toward ever-increasing Azure adoption with ease. You will not only enable AED operational efficiency but also bring visibility to how ACEs deliver support, manage changes and communicate with our customers. Your ability to partner with stakeholders to identify and define success measures and ensure compliance with the AED customer experience journey is important; caring deeply about the lived experiences of ACEs, and ultimately our Azure customers is critical.

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 this role, you will own and drive the success of AED customers in partnership with ACE delivery managers to enable their ACEs to provide world class support for these customers. Key responsibilities include:

· Drive end to end support experience excellence by industry-standard best practices and infusing consistency and rigor across internal and external partners to create sustained impact for our customers.

· Serve as the primary interface for developing and implementing a comprehensive delivery excellence framework for Azure customers. This includes designing, optimizing, and standardizing operational processes, selecting and deploying effective tooling, ensuring seamless execution, and maintaining a robust knowledge base.

· Monitor the overall health and performance of operational delivery teams to ensure operations meet or exceed defined success measures.

· Build cross functional work across engineering and product groups to drive enhancements in support experience

· Lead projects end to end with cross functional work groups.

· Drive strategic Delivery Excellence reviews with clear actions and owners.

· Identify and bridge communication gaps between internal teams and across the Microsoft ecosystem to proactively mitigate risks that could impact operations. This includes collaborating with partners to document and effectively escalate processes, fostering a collaborative environment.

· Collaborate with technology teams to develop and implement solutions to proactively identify and resolve potential operational issues before they impact customers.

· Lead through clarity, credibility, and execution excellence rather than org structure. 

. Mentor and develop other program managers and cross‑functional leads informally.

. Model strong accountability, judgment, and One Microsoft collaboration. 

Required Qualifications

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, prod