Technical Program Manager

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Date posted

Oct 30, 2025

Job number

1901331

Work site

0 days / week in-office - remote

Travel

0-25 %

Role type

Individual Contributor

Profession

Program Management

Discipline

Technical Program Management

Employment type

Full-Time

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.

The Global Customer Success (GCS) organization, an organization within CE&S and is looking for a Technical Program Manager. They will be leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

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/minimum qualifications

• Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 2+ years of experience managing cross-functional and/or cross-team projects.

The Technical Program Manager role:

• Identifies complex opportunities and gaps within a product or multiple functional areas
• Understands and starts to build experiences across multiple groups or divisions
• Partners with relevant teams to design architecture and integrated customer solutions to complex technical needs for a product or multiple functional areas
• Defines the program(s) goals and prioritization for various capabilities, features, or solutions for multiple products or functional areas they own
• Defines success criteria and performance metrics for programs or integrated systems.
• Creates relationships and rhythm to drive orchestration and integration efforts with internal teams and external partners and/or stakeholders to develop and implement processes for large and complex cross functional programs, solutions, services, or integrated systems across multiple functional areas.
• Collaborates with relevant technical and business teams to contribute, prioritize, and deliver on the roadmap for a product or multiple functional areas.
• Breaks down the program into projects and ongoing operations
• Partners with contributing teams and stakeholders to collect performance metrics, monitor and report on progress, and derive deep insights that lead to productive courses of action to improve development, iteration, and implementation of a product or multiple functional areas.

Analysis of Customer and Business Needs

• Identifies complex opportunities and gaps within a product or multiple functional areas (e.g., product, service, systems). May lead internal and/or external customer or stakeholder engagements to solicit feedback and understand their experiences with Microsoft’s products and services. Independently performs complex research of stakeholder needs in collaboration with other teams, conducts analyses, and examines customer and technology-related industry trends, as well as industry-specific requirements or regulations. Integrates relevant data (e.g., usage, telemetry, service data) and tools (e.g., artificial intelligence, automation) to identify complex patterns, and generate hypotheses for and facilitate building of solutions. Leverages technical expertise in the relevant programs, solutions, services, or integrated systems across multiple functional areas they own and understands the Microsoft and business value of proposed solution(s).
• Understands and starts to build experiences across multiple groups or divisions. Influences others to develop problem statements and form hypotheses for a product or multiple functional areas (e.g., product, service, systems) to address complex business, program, and customer needs, and/or market opportunities and identifies all dependencies effected by the proposal. Owns and performs experiments to test hypotheses and inform decisions on what product or multiple functional areas (e.g., product, service, systems) to introduce. Leverages AI to identify trends and patterns and inform root causes of problems. Establishes clarity of patterns of root problem and how it relates with previously seen trends across customers and/or stakeholders. Determines the customers/sectors impacted and provides research evidence to determine priorities. Ensures alignment between customers, stakeholders, and/or the market with the goals of and strategy of Microsoft. Determines and leads process and system improvements to quickly scope insights.

Product/Service/Solution Development

• Collaborates with relevant technical and business teams to contribute, prioritize, and deliver on the roadmap for a product or multiple functional areas (e.g., product, service, systems). Understands the value proposition for a product or multiple functional areas and answers technical questions on a product or multiple functional areas they own. Drives features or functional areas that utilize AI and ensure they meet quality, security, and ethical standards.
• Validates use-case and scenario outcomes, and performance targets that are being achieved. Contributes to or facilitates writing readable and extensible test cases from scratch to test code and improve quality.
• Creates relationships and rhythm to drive orchestration and integration efforts with internal teams and external partners and/or stakeholders to develop and implement processes for large and complex cross functional programs, solutions, services, or integrated systems across multiple functional areas. Collaborates and coordinates across organizations to ensure alignment on program management, including tradeoffs, adjustments, and improvements as feasible.
• Contributes to the development of the staging and implementation plan for piloting/release in alignment with objectives and key results (OKRs) and key performance indicators (KPIs) for a product or multiple functional areas (e.g., product, service, systems) Collaborates with stakeholders to monitor progress and adjust as needed, and communicates the status to senior stakeholders.
• Breaks down the program into projects and ongoing operations. Collaborates with others to track, coordinate, and communicate end-to-end project schedules for a product or multiple functional areas (e.g., product, service, systems), leveraging automation, artificial intelligence, and/or workflows where applicable. Works with others to establish and monitor processes and hold stakeholders accountable for following the established schedule and processes. Helps track and manage dependencies to enable cohesive, connected user scenarios and to avoid issues and mitigate risks, escalating when necessary. Makes adjustments or course corrections when projects are not aligned to schedules or goals.
• Ensures full compliance with all privacy, security, accessibility, quality, responsibility, safety, and other legal and business requirements and standards.

Other Responsibilties:

• Embody our culture and values