Senior Customer Experience Program Manager

Microsoft • Redmond, WA

4d • Hybrid

About The Position

Are you a customer obsessed, AI curious problem solver who thrives in highly complex, regulated environments? Do you enjoy operating at the intersection of engineering, support, compliance, and customer trust? Join Engineering Operations (EngOps), the organization driving operational excellence across the Microsoft Cloud to strengthen quality, reliability, security, and customer confidence at global scale.
As part of EngOps, you will help design proactive, AI powered solutions that prevent issues before they occur, translate signals into action, and ensure Microsoft delivers world class, compliant cloud experiences in the most sensitive and regulated markets. Our culture is grounded in empowerment, inclusion, and a growth mindset; and we believe great customer experiences start with great engineering and operational rigor.
We are Advanced Cloud Engineering & Supportability (ACES), a global Azure Engineering Support organization within Azure Engineering Operations (EngOps). Our mission is to turn Azure customers into lifelong fans by delivering an engineering led, world class support experience. ACES plays a critical role in enabling Azure adoption across government and sovereign markets by ensuring support readiness, operational excellence, and trusted delivery.

We are hiring a Senior Customer Experience Program Manager – Sovereign Cloud to lead support readiness and customer experience strategy across Microsoft’s global Sovereign and Government cloud portfolio. This role provides strategic leadership across engineering, support delivery, and regional operating partners to ensure Azure Sovereign clouds are support ready, scalable, compliant, and capable of delivering exceptional customer outcomes from Day 1.
You will operate in a highly ambiguous, cross organizational environment, setting the bar for supportability, driving alignment across stakeholders, and translating complex signals into actionable insights that improve customer trust and operational health.
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 Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent 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 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 Bachelor'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 equivalent experience.
• Proven experience working with government agencies, sovereign entities, or regulated industries, with strong understanding of their missions, operating models, and IT environments.
• Deep knowledge of Sovereign compliance, security, privacy, and governance models, including data residency, geo centric architectures, and regulatory constraints.
• Strong, hands on understanding of Azure services and cloud technologies.
• Demonstrated supportability domain expertise, including readiness planning, operational processes, and support delivery models at scale.
• Experience driving support or customer engineering programs for Government and/or Sovereign customers or partners.
• Advanced data and analytics skills, with hands on experience using tools such as SQL, Power BI, Kusto, or similar, to generate insights and influence decisions.
• Exceptional collaboration and stakeholder management skills, with the ability to influence across engineering, support, and partner organizations globally.
• Experience working effectively across multiple geographies, cultures, and organizational boundaries.

Responsibilities

• Define and drive end to end support readiness (people, process, technology) for multiple Sovereign clouds, including existing (France, Germany, Singapore, US Government) and newly launched environments.
• Partner closely with Azure engineering, support delivery, and regional Sovereign Cloud NCOE (National Cloud Operating Entity) leadership to ensure seamless, compliant support experiences.
• Set the supportability strategy and readiness framework for new Sovereign cloud launches, influencing design decisions upstream to prevent customer impact.
• Own global reporting, dashboards, analytics, and insights across Sovereign and Government clouds; translate data into clear narratives, risk assessments, and executive ready recommendations.
• Leverage AI, automation, and operational insights to proactively identify gaps, reduce risk, and improve customer experience at scale.
• Drive alignment across geographically distributed teams and operating partners, ensuring clarity of ownership, accountability, and execution.
• Represent Sovereign and Government customer needs in cross org forums, influencing priorities and investments to strengthen long term customer trust.
• Embody our culture and values.

What This Job Offers

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