Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
We're looking for a Technical Program Manager to join the Customer Advocacy team. This is an ideal opportunity for a candidate who is eager to support a portfolio of programs that span several exciting customer segments such as Small-Medium Businesses, Digital Natives and start-ups, as well as select industries such as Education, Healthcare and Life Sciences, and Public Sector.
You will partner closely with peers and stakeholders across the organization, contributing to product development, enhancements/bug fixes, and automation flows within a portfolio of programs.
The AI era is rewriting how every company operates - and at Microsoft, we're not waiting to see how it plays out. We're building it. If you want your first job to put you at the center of that change, keep reading.
As a Technical Program Manager, you'll turn ambitious, ambiguous ideas into working programs - driving them from concept to launch, orchestrating across engineering, business, and leadership, and bringing the structure and momentum that make big things real. You'll sit at the intersection of AI, strategy, and execution, helping build the operating models, proto@types, and platforms that shape how thousands of people work. This opportunity will allow you to accelerate your career growth, build deep business and AI fluency, and master the craft of driving complex programs from ambiguity to real-world impact - learning directly from senior leaders along the way.
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
Analysis of Customer and Business Needs
Learns to identify opportunities and gaps within features or functional areas, leveraging AI tools where possible, and supports research and analysis of customer and industry trends.
Begins to build relationships within the product family and contributes to problem statements and hypotheses that address business and customer needs.
Supports experiments to test hypotheses and helps integrate data and tools to identify patterns, with guidance.
Helps ensure alignment between customer needs, the market, and Microsoft's strategy.
Solution Definition
Supports relevant teams (e.g., Engineering, Design, Security) in designing solutions to technical needs for one or more features, contributing to design and requirements documents.
Contributes to defining success criteria and performance metrics (e.g., OKRs and KPIs) and partners with others to help ensure the necessary telemetry is developed.
Learns to write technical specifications-documenting goals, user scenarios, and prioritized requirements-with coaching.
Helps identify program risks and proposes mitigations using data and AI tools, under guidance.
Solution Development and Delivery
Helps break programs down into projects and supports the generation and tracking of project objectives, schedules, milestones, and dependencies, leveraging automation and AI.
Supports the monitoring of processes and helps hold stakeholders accountable, escalating when projects fall out of alignment with schedules or goals.
Assists in ensuring compliance with privacy, security, accessibility, quality, and other legal and business requirements.
Validates use-case and scenario outcomes against performance targets and contributes to readable, extensible test cases, with guidance.
Solution Performance
Partners with others (e.g., Engineering, Design) to help collect performance metrics (e.g., usage, quality, speed, cost) and contributes to business reviews and reporting.
Uses AI, customer-listening systems, and telemetry to help monitor product and service usage and surface insights for improvement.
Contributes to the customer supportability experience by helping produce documentation such as troubleshooting guidelines and best practices.
Begins to support root-cause analysis for live-site incidents, with guidance.
Stakeholder and Sales Engagement
Develops an understanding of sales motions and the support needed across product training and enablement, and helps build out related content and programs.
Begins to act as a technical contributor in internal forums, learning to educate and evangelize the features and programs they support.
Qualifications
Required Qualifications: Bachelor's Degree OR equivalent experience.
Additional Preferred Qualifications:
Bachelor's Degree in Computer Science, Engineering, Information Technology, Data Science, or a related technical field.
Internship, co-op, capstone, or research experience in engineering, technical or product program management, data analysis, or software development.
Foundational experience reading and/or writing code (e.g., Python, SQL, sample documentation, or product demos).
Familiarity with cloud and data technologies (e.g., Microsoft Azure, Power BI, Microsoft Fabric).
Exposure to AI/ML concepts and modern AI tools, with curiosity about applying them to program management.
Foundational understanding of project management and the software/product development lifecycle.
Strong analytical and problem-solving skills, with the ability to work with data to inform decisions.
Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
A growth mindset and comfort operating in a fast-paced, ambiguous environment.
Technical Program Management IC2 - The typical base pay range for this role across the U.S. is USD $85,400 - $168,100 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 $111,100 - $183,700 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
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. (https://careers.microsoft.com/v2/global/en/accessibility.html)
