Principal Manager, Customer Experience - Product Management

Job description

**Overview** As part of the Windows and Windows Cloud product group, the Windows Cloud Customer Acceleration Team (CAT) engages with Microsoft’s strategic Windows Cloud customers via a data-driven customer/engineering feedback loop as part of their adoption of the service. Come help lead a team that drives positive product change through influencing product priorities, using customer listening and technical knowledge.  This **Principal Customer Experience Program Manager** role combines people leadership, product leadership, and customer advocacy to create a data-driven feedback loop between customers and engineering. You will partner closely with the rest of Windows Cloud engineering, Customer Success, FastTrack, Support, Services, Marketing, and Field organizations to ensure customer insights directly influence product investments, readiness, supportability, and adoption strategies. You'll join the leadership team reporting to the Group Product Manager for global CAT, helping to manage programs of work between Windows Cloud engineering and our partners across Microsoft working with customers. You'll help build out the tools and processes required to enable CAT to execute on its mission. You'll also have functional management over those programs working across CAT leaders in region. This opportunity will allow you to develop deep business acumen on how both the Microsoft field and engineering operate and interoperate, translate from product strategy to field execution, and gain a deep understanding of how commercial customers rely on Windows Cloud products to achieve their business goals. 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** This customer-obsessed individual will manage and grow a team of Customer Acceleration Team (CAT) Product Managers responsible for accelerating customer success, driving product adoption, and influencing product strategy through deep engagement with enterprise customers: - Lead Customer Impact: Drive customer-centric execution across strategic engagements, ensuring customers achieve measurable business outcomes. Identify systemic adoption barriers and influence engineering investments that improve customer success at scale. - Influence Product Strategy: Establish and maintain mechanisms to collect, synthesize, and communicate Voice of Customer (VoC) insights. Partner with engineering and feature PM teams to influence roadmap priorities, supportability improvements, service readiness, and product quality. Translate customer feedback and market signals into actionable recommendations for engineering leadership. - Drive Organizational Execution: Own organizational objectives, priorities, and operating rhythms aligned to Windows Cloud business goals. Define scalable engagement models, processes, and tooling that enable CAT to deliver consistent global impact. - Build Cross-Functional Alignment: Serve as a trusted partner to engineering, Customer Success, Services, Support, and Sales organizations. Drive executive-level alignment around customer priorities, business risks, and strategic opportunities. Represent customer needs and product insights with senior leaders across Microsoft. - Manage, Coach, Care: As a CXE manager you will handle building a team of high performing Product Managers who engage directly with customers and product teams to shape the future of Microsoft products. Your role will be to guide, coach and support the team to maximize their impact and support their career growth. You’ll also be asked to continue to foster a team culture of diversity and inclusion that respects diverse experiences and backgrounds to shape our perspectives on customer and product. This includes understanding, embodying, and advocating Microsoft’s D&I values (Microsoft Global Diversity and Inclusion | Microsoft) across the team. **Qualifications** **Required/Minimum Qualifications:** - Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development. - OR equivalent experience. **Additional or preferred qualifications** **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 AND 8+ years experience in engineering, product/technical program management, data analysis, or product development. - OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development. - OR equivalent experience. - 5+ year’s people management experience. - Experience with Windows 365, Azure Virtual Desktop, End User Computing, Cloud Infrastructure, or Digital Workplace technologies. - Demonstrated Microsoft 365 endpoint/desktop management experience (Expertise in the any of the following is advantageous: Windows 365, Intune, Microsoft Endpoint Manager, Configuration Manager, Azure Active Directory). - Experience working with large enterprise customers and executive stakeholders. - Solid analytical skills with experience transforming customer insights into strategic recommendations. - Experience with Power BI, Power Platform, Copilot, AI-enabled productivity solutions, or customer insights platforms. - Experience operating effectively across engineering, product, field, and customer-facing organizations. - Exceptional executive communication, stakeholder management, and influence skills. #W+DJOBS #win365 #AVD #wincloud 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)