Senior Customer Experience Program Manager

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As a member of the ODSP Customer Experience Engineering (CXE) Customer Voice Team, you will be embedded as an integral component of our product development organization and focus on customer insights at scale. Our goal is to drive customer adoption and satisfaction by distilling customer signals into strategic actions. We are a small team that is advancing customer voice programs across ODSP & Copilot Agents.

As a Senior Customer Experience Program Manager, you will lead gathering customer insights, developing experiences and methods to reduce customer friction in product adoption, partnering with cross-functional members of the organization to align customer feedback with product improvements. You will operate in a critical cross-functional role, where you will partner with product, engineering, design, research – ensuring customer voice is embedded in workflows.

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 Qualifications:

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
  • OR equivalent experience
• Experience in synthesizing customer signals into meaningful insights, using large language models (LLMs)/machine learning (ML)/natural language processing (NLP) or other similar technology to improve product experiences at scale.
• Track record of influencing product outcomes using both qualitative and quantitative insights.
• Experience with customer success principles using customer journey data to proactively improve satisfaction, reduce churn, and increase customer value realization.

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 Qualifications

• Master's Degree in Computer Science, Engineering, Data Science, Math, Business,
  • OR related field.
• Results driven and adaptable; thrives in ambiguous environment.
  
• Interest in contributing to a diverse and inclusive team.
  
• Ability to deliver on ambiguous projects with incomplete data.
  
• Ability to influence and communicate complex analysis & insights to a non-technical audience.

Customer Experience IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 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 25, 2025.

• Conduct customer data analysis to deliver insights on how to improve the ODSP customer experience.
• Leverage data science and drive customer voice programs to better product making in artificial intelligence (AI) era.
• Communicate and present customer program status, insights, and recommendations to senior leadership and other relevant audiences.
• Collaborate with internal and external stakeholders to ensure alignment, coordination, and integration of customer experience initiatives.