Security represents the most critical priorities for our customers in a world awash in digital threats, regulatory scrutiny, and estate complexity. Microsoft Security aspires to make the world a safer place for all. We want to reshape security and empower every user, customer, and developer with a security cloud that protects them with end to end, simplified solutions.
The Microsoft Security organization accelerates Microsoft's mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers' heterogeneous environments, as well as ensuring the security of our own internal estate. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world.
As a member of the Microsoft Threat Protection Security Research (MTP-R) team, you'll be joining a diverse global community of engineers, program managers, data scientists, security researchers, and threat hunters. We cultivate extensive knowledge of attacker tactics and leverage cutting-edge technology to combat them effectively. We are looking for a driven Principal Program Manager in the Customer Engagement team within MTP-R. This team is accountable for creating and driving end-to-end customer engagement and response programs across the MTP suite. You will lead the design, development, and implementation of end-to-end processes that reimagine how we engage with customers to deliver unified, impactful, and delightful security experiences. This is a critical role at the intersection of technology, operations, and customer experience.
As the Principal Program Manager for Customer Engagement & Response, you will partner closely with Research, Customer Success, and Engineering teams to ensure that we have scalable, efficient, and measurable processes that drive world-class customer outcomes. You will blend technical fluency with operational rigor and customer empathy to architect workflows that enable rapid, high-quality response to customer needs and incidents.
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
Process Architecture & Design
Define and document customer engagement and response workflows from initial detection through resolution.
Establish clear ownership, SLAs, and handoff mechanisms across teams.
Design and maintain runbooks and playbooks for escalations and customer outreach. Program Management
Drive cross-functional programs to implement and refine customer response processes.
Develop program plans, success metrics, and status reporting for leadership.
Proactively identify risks and remove blockers to deliver high-quality outcomes on time. Technology & Tooling
Evaluate, select, and help integrate tooling (CRM systems, case management, automation platforms) to support workflows.
Partner with Engineering to ensure system requirements are defined and delivered. Continuous Improvement
Establish feedback loops with customers and internal stakeholders.
Analyze process effectiveness using operational metrics and customer feedback.
Lead initiatives to optimize and scale processes as the business grows. Stakeholder Management
Serve as the primary point of contact for process-related questions and improvements.
Facilitate alignment across Research, Engineering, and Customer Success teams.
Qualifications
Required/minimum qualifications
Bachelor's Degree AND 6+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
6+ years of experience managing cross-functional and/or cross-team projects.
4+years of experience architecting business processes and workflows.
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 background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Additional or preferred qualifications
Bachelor's Degree AND 10+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
8+ years of experience managing cross-functional and/or cross-team projects.
1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).
Expreince with architecting business processes and workflows.
Experience working with automation systems such as Power Automate.
Working knowledge of case management, incident management, or related customer support platforms.
Experience in cybersecurity or complex technical product environments.
Technical Program Management IC5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 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 $188,000 - $304,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until July 28, 2025.
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Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
