Principal Customer Experience Program Manager

Microsoft•Redmond, WA

About The Position

Engineering Operations (EngOps) is responsible for ensuring Azure can scale reliably, efficiently, and profitably while delivering world‑class 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 single‑threaded 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, engineering‑led 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.

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.

Nice To Haves

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

Responsibilities

Own end‑to‑end Azure support volume forecasting, including accuracy, variance tracking, and continuous refinement of assumptions.
Analyze large‑scale 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 trade‑offs) 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 engineering‑led volume reduction (product quality, diagnostics, self‑help, 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 trade‑offs, 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.