About this role
Principal Customer
Experience
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Program Manager
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United States, Multiple Locations
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Job number 200056203
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Date posted Sep 29, 2026
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Work site 0 days / week in-office – remote
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Travel Less than 25%
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Profession Program Management
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Discipline Customer
Experience
- Program Mgmt
- Role type Individual Contributor
- Employment type Full-Time
Overview
Power the customer experiences that run on Azure. Our team sits at the intersection of customer experience, Azure capacity, and operational excellence, ensuring that critical customer workloads and first-party services have the capacity, reliability, and supportability they need to succeed. You will work across engineering, capacity planning, support, field, and leadership teams to drive strategic improvements that strengthen customer outcomes and the Azure platform.
As a Principal Customer
Experience
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Program Manager, you will transform customer, operational, and capacity signals into strategic actions that improve capacity experiences for Azure Data and Database services. Build scalable systems, processes, and agent-assisted workflows that proactively identify risks, influence engineering priorities, and improve customer outcomes at cloud scale. This opportunity will allow you to deepen your expertise in cloud infrastructure, drive cross-organizational strategy, and lead transformative initiatives that shape the future of Azure customer experience.
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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
- Own the Azure Data and Database customer experience portfolio by translating customer, operational, telemetry, and capacity signals into strategic actions that improve capacity availability, reliability, and customer outcomes.
- Define and evolve portfolio-level strategy, operating models, and governance for how Azure capacity customer experience is managed across customers, services, regions, and partner organizations.
- Build scalable mechanisms for demand signal management, prioritization, escalation management, capacity decision-making, proactive risk mitigation, and stakeholder communications.
- Lead the transformation of manual customer experience processes into system-led and agent-assisted workflows that improve efficiency, consistency, and decision quality at scale.
- Partner across engineering, product management, capacity planning, field, support, operations, and business teams to align priorities, influence investments, and deliver customer-focused outcomes.
- Identify emerging risks, gaps, and opportunities, and lead the development of durable solutions that address root causes and improve long-term customer and business results.
- Communicate customer insights, strategy, risks, tradeoffs, recommendations, and progress to senior leaders and cross-organizational stakeholders with clarity and credibility.
Qualifications
Required 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, data analysis, or product development
- OR equivalent experience.
Other Requirements:
- Ability to me