Principal Customer Experience Program Manager

Engineering Operations (EngOps) is responsible for ensuring Azure can scale reliably, efficiently, and profitably while delivering worldclass customer outcomes. A core lever in achieving this is understanding, forecasting, and structurally reducing operational demand across Azure.

We are looking for a senior individual contributor who will serve as the singlethreaded owner for Azure support volume intelligence. This role sits at the intersection of data, finance, and engineering execution. You will deeply understand volume trends and drivers across Azure, produce and maintain accurate forecasts, translate volumes into financial commitments, and most importantly, surface and burn down concrete, engineeringled opportunities that materially reduce support demand.

Success in this role is measured by credibility of forecasts, clarity of financial linkage, and sustained reductions in Azure support volume delivered through engineering and platform changes.

Responsibilities

• Own endtoend Azure support volume forecasting, including accuracy, variance tracking, and continuous refinement of assumptions.
• Analyze largescale operational data to identify root drivers, patterns, and emerging risks across Azure support demand.
• Translate volume forecasts and reduction opportunities into clear financial impact (cost, margin, investment tradeoffs) in partnership with Azure Finance.
• Identify, size, and track specific, actionable volume reduction opportunities, and drive accountability for their execution with engineering and platform teams.
• Partner deeply with CSS, BI, and Finance teams to ensure data integrity, shared understanding, and consistent narratives.
• Work closely with teams driving engineeringled volume reduction (product quality, diagnostics, selfhelp, routing, AI, and platform investments).
• Support sizing and realization of efficiency and profitability improvements for Azure Engineering Direct (AED) and related offerings.
• Influence investment decisions, including headcount, tooling, and funding tradeoffs, grounded in data and financial outcomes.
• Communicate clearly and credibly with senior Azure and EngOps leadership, bringing structure, rigor, and executive presence to complex discussions.
• Operate effectively as a senior IC across a highly matrixed environment, with accountability that extends beyond direct ownership.

Required Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 1+ year(s) of customer facing experience.

Preferred Qualifications

• Experience with cloud platforms, largescale operational systems, or support/service ecosystems.
• Prior people management experience (this role is an IC but requires seniorlevel leadership and influence).
• Comfort operating with senior executives and shaping executivelevel narratives.
• Track record of driving measurable efficiency, cost, or volume reduction outcomes.
• 6+ years of experience in datadriven roles spanning engineering, product, finance, analytics, or technical program leadership.
• Eperience working with large, ambiguous datasets to produce forecasts, insights, and decisionquality narratives.
• Demonstrated ability to connect operational metrics to financial outcomes and influence investment decisions.
• Experience leading complex, crossorganizational initiatives without direct authority.
• Technical fluency, including the ability to read code, understand systems, and reason about engineering tradeoffs.

Customer Experience Engineering 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

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.