Principal Customer Experience Engineering Manager

Microsoft • Redmond, WA

6d

About The Position

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? Join Engineering Operations (EngOps) as a Principal Customer Experience Engineering Manager – the organization driving operational excellence across the Microsoft Cloud to strengthen quality, reliability, security, and customer trust. As part of EngOps, you’ll design solutions that prevent issues before they happen, embed AI-powered automation, and turn signals into actions that deliver measurable customer impact. Our culture of empowerment, inclusion, and growth mindset defines how we work.
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.

Requirements

• 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.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
• Citizenship Verification: This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.

Nice To Haves

• Master's Degree in Engineering, or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 3+ years of customer facing experience.
• Experience in leading technical support, reliability, or engineering operations teams.
• Experience in government, sovereign, or regulated environments.
• Proven people leadership and talent development capability.
• Clear, confident communication with customers and senior stakeholders.

Responsibilities

• Lead mission critical execution for Government and Sovereign Cloud customers, including high severity incidents and complex escalations.
• Own end‑to‑end support response and incident execution, including clear ownership, rapid mitigation, and predictable outcomes within 24x7x365 support environment.
• Partner with product teams to convert support and incident learnings into diagnostics, automation, standards, or platform changes.
• Build and develop high‑performing teams operating in high‑pressure, high‑trust environments.
• Participate in on-call rotations to lead triage, incident response, and escalation management for high-severity issues.
• Reduce operational demand by identifying and eliminating systemic drivers.
• Uphold security, compliance, and sovereign requirements with rigor and consistency.
• Adopt AI‑first operations, implementing Agentic workflows to reduce toil and improve execution quality.
• Embody our culture and values.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level