Customer Experience Program Manager

Job Description

Overview

Microsoft is a company where innovators converge to collaborate, envision transformative possibilities, and elevate their careers to unparalleled heights. In a cloud-enabled world, Microsoft fosters innovation, openness, and boundless opportunities.

The Business & Industry Copilots organization is experiencing rapid growth and oversees the Microsoft Dynamics 365 suite of products, Copilot Studio, Power Apps, Power Automate, Dataverse, and more. As a leader in Software as a Service for business applications, this group represents the core of how these solutions are conceptualized, designed, and delivered.

Microsoft Dynamics 365 encompasses a comprehensive set of business applications that address both Customer Engagement (CRM) and Enterprise Resource Planning (ERP). This includes areas such as CRM, Customer Service, Customer Insights and Marketing, Field Service, Project Management, Supply Chain Management, Commerce, and Finance, enabling organizations to quickly adopt proven business processes tailored to many different industries.

We are seeking a Principal Program Manager to join the Dynamics 365 Customer Experience and Growth team.

This role offers the opportunity to collaborate with strategic customers, shape growth strategies, and support their successful adoption and implementation of Agentic AI solutions using Microsoft Copilot Studio to address complex business challenges and unlock value. Additionally, the role involves influencing product strategy and roadmap development through customer feedback while driving innovation both internally and externally.

Microsoft’s mission is to empower every individual and organization globally to achieve more. Guided by a growth mindset, employees come together to innovate, empower others, and collaborate toward shared objectives. By upholding values of respect, integrity, and accountability, Microsoft fosters a culture of inclusion where everyone can thrive both professionally and personally.

Responsibilities

• Be the technical expert on the ground with the customer team to increase confidence in the product capabilities & drive adoption.
• Own the relationships with multiple stakeholders within the customer accounts (ranging from senior leadership to architects & partners) to drive adoption & unblock issues.
• Communicate effectively to keep all the stakeholders (internal Microsoft & customer) informed of the progress of the engagement, issues, blockers, successes, and impact to drive adoption & realize value.
• Deeply understand the technical challenges, constraints and blockers faced by customers and provide recommendations for solving these challenges by suggesting multiple solutions and workarounds along with pros and cons for each approach, to enable the customer / partner team to successfully deploy solutions in production.
• Influence various product team owners to prioritize product features that are blocking customer scenarios by sharing feedback, explaining customer context & importance, effective communication and by leveraging senior leadership escalation, as necessary.
• Be the bridge between engineering & customer teams and own action items from customer engagements and drive them to completion by sharing regular updates to all the stakeholders, identifying the right owners for each action item, and regularly following up with the owners to completion.
• Be on the lookout for success stories & opportunities within customer organizations to uncover the human truth behind adoption & celebrate success.

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Supply Chain, or related field AND experience in technical program/product management, coding, software development/delivery work
• OR equivalent experience.
• Customer-facing experience.
• Experience in Generative and Agentic AI in solution architecture for Dynamics 365 or other SaaS applications.

Other Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Occasional travel (25% to 50%) is expected in this role.

Preferred Qualifications:

• Experience with Microsoft Dynamics 365 Solutions and Copilot Studio technologies and areas:
• Dynamics 365 CE, AI ERP.
• Microsoft Copilot Studio / Power Virtual Agents.
• Power Platform governance, security, and administration.
• Power Platform Application Lifecycle Management.
• Power Platform no-code, low-code, and pro-dev extensibility patterns.
• Core application or conversational AI platform development and solution architecture
• Excellent communication and presentation skills.
• Comfortable in having conversations with customer stakeholders at multiple levels (C-level execs, program leads, directors, low-code app makers, developers, architects).
• Strong project management, problem solving and negotiating skills, with proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations.
• Comfortable with ambiguity and a self-learner who can make decisions and keep making progress with minimal guidance.
• Strong leadership acumen, with ability to drive results by influencing without authority.
• Team player with a demonstrated habit of sharing and scaling knowledge – either internally or externally – through documentation, presentations, videos, code samples, accelerators, etc.

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This 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.