Principal Program Manager - Customer Experience Engineering

Customer Solution Lifecycle Management Develops and provides guidelines to teams to conduct health checks to ensure customer environment (e.g., product, service feature) is optimized and configured for deployment. Provides opportunities to teams to learn the functions and purposes of new deployment. Prepares teams to answer customer questions related to new release.

Ensures teams report customer issues related to new deployment. Develops strategies across the regions to conduct feature reviews and develop guidance for customers on new deployment. Develops and executes guidelines for teams to understand which specific customer issues to escalate to appropriate teams to resolve customer issues.

Provides strategic guidance to teams to handle escalations on customer issues from the support or field teams. Oversees teams explaining the results of root-cause analysis to the customers of the issues while setting and managing customer expectations. Provides additional support to the team to answer questions from customers.

Owns executive (customer & MS internal) incident communication and coordination for the most critical events for strategic accounts. Drive executive engagement when needed to unblock critical customer issues and blockers. Identifies appropriate cross-functional teams to resolve escalated customer issues.

Manages teams, customers, and stakeholders with regards to customer escalations. Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Enable success across boundaries.

Provides strategic guidance to teams to resolve feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Builds direct relationships with customer leaders as a trusted advisor, focusing on product growth and overall success. Develops guidelines for teams to utilize engineering tools, customer telemetry, and/or direct customer input to identify and flag the defects/signals in the product or product misuse, or issues with customers.

Provides expertise and facilitates conversations with strategic customers on discussing and following through on the next steps. Develops and runs all-up programs (e.g., training and upskilling) across customer experience across the business. Ensures teams partner with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to prioritize and drive customer issues.

Provides strategic guidance to teams to collaborate with the internal partner team to deliver solutions back to customers. Develops resolution plans for common types of customer issues. Ensures troubleshooting resources are updated and provided to the Support team.

Leads communication and updates across multiple cross-functional teams on strategic customer issues. Establishes escalation channels and escalation management with related stakeholders. Defines and clarifies roles and responsibilities for all stakeholders.

Ensures teams across multiple business areas/regions have identified and are working with appropriate stakeholders to drive customer support and engineering. Prioritizes growth and is innovative when creating strategies by developing roadmaps and guiding teams to meet goals. 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 These requirements include but are not limited to the following specialized security screenings: Master's Degree in Engineering, or related field AND 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 years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.

Customer facing experience. People management experience.