Principal Customer Experience Program Manager – Customer Insights & Trust
Microsoft is a company where passionate innovators come to collaborate, envision what can be and take their careers further.
This is a world of more possibilities, more innovation, more openness, and the sky is the limit thinking in a cloud-enabled world.
The OneDrive and SharePoint (ODSP) organization is in the business of launching new innovative services powering Microsoft 365, Microsoft Copilot and Microsoft Viva.
As a member of the ODSP Customer Experience Engineering (CXE) Team, you will be embedded as an integral component of our product development organization.
Our goal is to drive customer adoption and satisfaction by distilling customer signals into strategic actions.
We are looking to hire a people leader to join our Principal Customer Experience Program Management team.
As lead of this high performing team you will own identifying customer needs and risks to customer trust through analysis of feedback, telemetry and support data.
You will collaborate closely with cross-functional stakeholders using these insights to drive action into our products.
You will also be tapped to engage directly with customers to reinforce customer confidence and act as trusted advisor to customers looking to adopt and leverage the capabilities of ODSP products and services.
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.
Required/Minimum Qualifications Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6
years experience in engineering, product/technical program management, engagement management, data analysis, or product development.
OR equivalent experience.
5
years of experience leading, managing, building, and delivering group strategies across multiple organizational units.
2+ years of people management experience.
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.
Preferred Qualification:
Bachelor's Degree Computer Science, Engineering, Data Science, Math, Business, or related field AND 12
years experience in engineering, product/technical program management, data analysis, or product development.
OR equivalent experience.
5
years people management experience.
Proven experience managing customer relationships; solution delivery, sales or presales and ability to engage C-suite executives.
Strategic mindset with ability to drive execution with excellence.
Proven track record of analyzing customer feedback and driving product improvements based on customer needs.
Deep understanding of customer trust and loyalty principles.
Results driven and adaptable; thrives in ambiguous environment.
Prior work experience in consulting sales, delivery, or advisory focused on cloud and software services solutions preferred.
Interest in contributing to a diverse and inclusive team; demonstrated ability to have fun.
Customer Experience Program Mgmt M5 The typical base pay range for this role across the U.
S.
is USD $133,600 - $256,800 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 $173,200 - $282,200 per year.
Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
Microsoft will accept applications for the role until April 18th, 2024Microsoft is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Key
Responsibilities:
Lead and mentor:
Coach and mentor a high-performing cross discipline team.
Set clear priorities and expectations to reinforce a growth-mindset of the organization.
Foster a customer-centric culture, emphasizing the importance of putting customers' needs at the forefront of all decision-making processes.
Customer Obsession:
Proactively identify trustbusters that have negative impact on product adoption.
Leverage customer inputs to Increase overall stickiness of products.
Engage directly with customers to triage, prioritize and address customer feedback and escalations.
Strategy & Execution:
Drive and refine the CXE Customer Insights & Trust strategy.
Collaborate with senior leadership and stakeholders to set clear objectives and performance metrics for success.
Cross-Functional Collaboration:
Engage with product, engineering, data science support, SRE and other subject matter experts to identify opportunities to increase customer confidence and address barriers to product adoption.
Foster a culture of collaboration, knowledge sharing, and continuous learning across the organization on leveraging customer insights.
Best Practices and Standardization:
Establish and promote standardized processes, methodologies for maintaining feedback systems.
Leverage AI to improve efficiency and effectiveness of feedback analysis and reporting.
Performance Monitoring and Improvement:
Develop, monitor and measure the organization s key performance indicators related to customer satisfaction, trust, and loyalty, and collaborate with product and engineering managers to implement strategies to improve metrics.
Change Management and Advocacy:
Lead change management efforts to ensure seamless integration of best practices and methodologies into existing workflows.
Embody our Culture & ValuesEmployment typeFull-TimeWork siteUp to 100% work from homeRole typePeople ManagerDisciplineCustomer Experience Program MgmtProfessionProgram Management.
Estimated Salary: $20 to $28 per hour based on qualifications.
This is a world of more possibilities, more innovation, more openness, and the sky is the limit thinking in a cloud-enabled world.
The OneDrive and SharePoint (ODSP) organization is in the business of launching new innovative services powering Microsoft 365, Microsoft Copilot and Microsoft Viva.
As a member of the ODSP Customer Experience Engineering (CXE) Team, you will be embedded as an integral component of our product development organization.
Our goal is to drive customer adoption and satisfaction by distilling customer signals into strategic actions.
We are looking to hire a people leader to join our Principal Customer Experience Program Management team.
As lead of this high performing team you will own identifying customer needs and risks to customer trust through analysis of feedback, telemetry and support data.
You will collaborate closely with cross-functional stakeholders using these insights to drive action into our products.
You will also be tapped to engage directly with customers to reinforce customer confidence and act as trusted advisor to customers looking to adopt and leverage the capabilities of ODSP products and services.
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.
Required/Minimum Qualifications Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6
years experience in engineering, product/technical program management, engagement management, data analysis, or product development.
OR equivalent experience.
5
years of experience leading, managing, building, and delivering group strategies across multiple organizational units.
2+ years of people management experience.
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.
Preferred Qualification:
Bachelor's Degree Computer Science, Engineering, Data Science, Math, Business, or related field AND 12
years experience in engineering, product/technical program management, data analysis, or product development.
OR equivalent experience.
5
years people management experience.
Proven experience managing customer relationships; solution delivery, sales or presales and ability to engage C-suite executives.
Strategic mindset with ability to drive execution with excellence.
Proven track record of analyzing customer feedback and driving product improvements based on customer needs.
Deep understanding of customer trust and loyalty principles.
Results driven and adaptable; thrives in ambiguous environment.
Prior work experience in consulting sales, delivery, or advisory focused on cloud and software services solutions preferred.
Interest in contributing to a diverse and inclusive team; demonstrated ability to have fun.
Customer Experience Program Mgmt M5 The typical base pay range for this role across the U.
S.
is USD $133,600 - $256,800 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 $173,200 - $282,200 per year.
Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
Microsoft will accept applications for the role until April 18th, 2024Microsoft is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Key
Responsibilities:
Lead and mentor:
Coach and mentor a high-performing cross discipline team.
Set clear priorities and expectations to reinforce a growth-mindset of the organization.
Foster a customer-centric culture, emphasizing the importance of putting customers' needs at the forefront of all decision-making processes.
Customer Obsession:
Proactively identify trustbusters that have negative impact on product adoption.
Leverage customer inputs to Increase overall stickiness of products.
Engage directly with customers to triage, prioritize and address customer feedback and escalations.
Strategy & Execution:
Drive and refine the CXE Customer Insights & Trust strategy.
Collaborate with senior leadership and stakeholders to set clear objectives and performance metrics for success.
Cross-Functional Collaboration:
Engage with product, engineering, data science support, SRE and other subject matter experts to identify opportunities to increase customer confidence and address barriers to product adoption.
Foster a culture of collaboration, knowledge sharing, and continuous learning across the organization on leveraging customer insights.
Best Practices and Standardization:
Establish and promote standardized processes, methodologies for maintaining feedback systems.
Leverage AI to improve efficiency and effectiveness of feedback analysis and reporting.
Performance Monitoring and Improvement:
Develop, monitor and measure the organization s key performance indicators related to customer satisfaction, trust, and loyalty, and collaborate with product and engineering managers to implement strategies to improve metrics.
Change Management and Advocacy:
Lead change management efforts to ensure seamless integration of best practices and methodologies into existing workflows.
Embody our Culture & ValuesEmployment typeFull-TimeWork siteUp to 100% work from homeRole typePeople ManagerDisciplineCustomer Experience Program MgmtProfessionProgram Management.
Estimated Salary: $20 to $28 per hour based on qualifications.
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