New 
Principal Program Manager
 Microsoft | |
 United States, Washington, Redmond | |
 Aug 22, 2025 | |
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OverviewAre you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure Customer Experience (CXP) team's mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. Microsoft Azure provides customers with on-demand and infinitely scalable infrastructure and platform for customers to build, host, and scale service applications on the Internet through Microsoft's global data centers. If you are interested in a start-up like environment, passionate about cloud computing technology and driving growth in one of Microsoft's core businesses, then look no further than the Azure Customer Experience (CXP) Team! The Azure CXP team is the product and platform engineering service delivery, onboarding, and customer success unit in Azure engineering, responsible for deploying and managing customers' mission-critical workloads; providing complete customer care through in-product experiences and platforms and strategic customer support delivery; identifying product opportunities and gaps and then driving innovations and improvements into the product. Our customers experience Azure as a unified platform and as a result, their experiences throughout their service development lifecycle are defined by the consistency and support of the platform. At Microsoft, we are deeply committed to our customers and Azure CXP is charged with leading a world-class customer experience. One key area that allows us to consistently deliver a world-class Azure experience is through the development and advancement of supportability capabilities at scale. We are looking for a Principal Program Manager to lead the development and execution of the Agentic AI roadmap for Azure Supportability. 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.
ResponsibilitiesRoadmap Development: Define and drive the agentic AI roadmap for Azure Supportability to meet customer experience and efficiency objectives. Drive Clarity: Create, review, and gain alignment on BRD, PRD, and other documents to drive clarity with engineering and business teams. Cross-Team Leadership: Partner with engineering, product, and support teams to align goals, objectives and key results (OKRs), and delivery milestones for agentic AI initiatives. Stakeholder Communication: Own all stakeholder management including clearly communicating benefits, providing routine updates, and creating feedback loops so that we can iterate effectively. Derive Actionable Insights: Conduct research, interviews, and competitive analysis to stay ahead of the rapidly evolving AI landscape and identify customer needs, pain points, and opportunities. Quantify Impact: Measure and evaluate the performance, adoption, and feedback for AI efforts, and continually iterate based on data and insights. Technical Curiosity & Depth: Anticipate and deeply understand technical challenges, constraints and blockers faced and provide recommendations for solving these challenges in a methodical manner. Have a mixture of deep AI and other technical skills and business experiences to rethink what's possible and solve challenging problems at scale across Azure. Obsess over customers and focus on solving their critical problems in a scalable and repeatable manner through transformative and impactful products. Can lead teams through rapid growth, evolving customer needs, and navigating complex and ambiguous scenarios. Consistently strive to learn new skills and technologies in a fast-paced environment and can adapt quickly through experimentation and willingness to fail fast and iterate. Move fast in ambiguous spaces-driving rapid iteration, experimentation, and architectural decisions that balance speed, scope, and quality. | |