Customer Experience Technical Program Management Specialist

Company: Microsoft Corporation
Location: Washington
Posted on: February 1, 2025

Job Description:

Customer Experience Technical Program Management SpecialistMultiple Locations, United StatesDate posted: Jan 28, 2025Job number: 1802630Work site: Up to 100% work from homeTravel: 0-25%Role type: Profession, Program Management, Technical Program ManagementEmployment type: Full-TimeOverviewWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services but also because we provide a differentiated and connected customer experience.The Strategy and Operations team is dedicated to driving the strategic vision and operational excellence across CE&S. We aim to enhance our company's edge by leveraging market insights, fostering innovation, and ensuring seamless execution of strategic initiatives.As a Customer Experience Technical Program Management Specialist, you will be focused on how we as a business leverage new and innovative technology to transform the way we operate as an organization, paving the way for our customers to do the same. You will be instrumental in leading a programmatic approach to leveraging AI, especially generative AI and autonomous agents, to provide operating efficiency, customer experience improvements, and productivity improvements within the organization. You will be a critical change agent who leads with influence and delivers with success. This opportunity will allow you to demonstrate your excellent collaborative skills, technical mastery, and ability to turn strategic vision into reality.We are looking for a candidate with strong communication skills who can work across complex teams to get things done. If you have a passion for innovation, like to dig in and deliver, and thrive when given a challenge, then this may be the role for you.This role is flexible in that you can work up to 100% from home.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.QualificationsRequired/Minimum Qualifications:

• Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, and/or product development
  • OR equivalent experience.
  • 2+ years of experience managing cross-functional and/or cross-team projects landing large-scale AI transformations.
  • 2+ years experience integrating and delivering AI solutions within customer experience organizations across support and success.Additional or Preferred Qualifications:
    • Bachelor's Degree AND 8+ years experience in engineering, product/technical program management, data analysis, or product development
      • OR equivalent experience.
      • 6+ years of experience managing cross-functional and/or cross-team projects.Technical Program Management IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 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 $153,600 - $250,200 per year.Microsoft will accept applications for the role until February 3, 2025.Responsibilities
        • You will be responsible for planning, managing, and landing large-scale AI transformations in customer experience and success across people, process, technology, and culture.
        • You will partner with Engineering, product management, delivery teams, and stakeholders to design technical solutions across feature areas. You'll also use data and insights to identify risks and propose technology and process mitigations.
        • You'll define success criteria and create relationships for implementing features for complex cross-functional projects. You'll coordinate and ensure alignment across organizations.
        • You will define and execute on sprint planning activities and hold teams accountable for delivery leveraging agile methodology.
        • You will deliver on the roadmap for multiple feature groups, track project schedules, develop staging and implementation plans, and manage governance programs.
        • You will drive continuous improvements by validating use cases and writing test cases from scratch. You'll also lead teams to partner with other departments to collect performance metrics, drive customer support, and lead direct customer engagements.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
          • Industry leading healthcare
          • Educational resources
          • Discounts on products and services
          • Savings and investments
          • Maternity and paternity leave
          • Generous time away
          • Giving programs
          • Opportunities to network and connectMicrosoft 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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Keywords: Microsoft Corporation, Tuckahoe , Customer Experience Technical Program Management Specialist, IT / Software / Systems , Washington, Virginia