Senior Technical Program Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The Customer Success Digital Experience (CSDE) team creates compelling digital experiences by leveraging the full breadth of Microsoft technology and solutions to realize business outcomes and results, across CE&S teams and dependencies.

As a Senior Technical Program Manager on the Business Innovation Services team in CSDE, you will drive the delivery of innovative digital customer engagement experiences. You will orchestrate cross-functional initiatives that bring new customer offerings to market, working across CE&S teams and dependencies. Your work will directly impact on how customers interact with Microsoft's digital solutions, focusing on business outcomes and continuous improvement.

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.

* Drive proactive customer success by architecting and executing customer facing delivery strategies that anticipate evolving customer needs, deliver measurable business outcomes, and foster deep adoption of Microsoft solutions.
* Drive CoE of citizen development community program, including intake, prioritisation, and manage program metrics and KPIs to measure innovation impact and adoption.
* Coordinate citizen development community to innovate scalable AI/Agentic solutions and community engagement events (e.g. showcases, hackathons, office hours) to sustain momentum and visibility.
* Gather and synthesize technical requirements from stakeholders, translating business objectives into actionable program goals.
* Manage complex cross-functional projects, building relationships and driving integration efforts across internal teams and external partners.
* Partner with engineering teams to contribute to and deliver on product roadmaps, ensuring alignment with business outcomes.
* Lead the development of staging and implementation plans for piloting and releasing new digital experiences.
* Drive customer supportability, including documentation, troubleshooting guidelines, and best practices.
* Act as a technical advisor and evangelist, educating stakeholders and customers about new digital engagement capabilities.
* Continuously seek opportunities to improve processes, validate use cases, and ensure delivery excellence.

Required Qualifications

* Bachelor's Degree (or equivalent) AND 4+ years experience in engineering, technical programme management, data analysis, or product development.
* 3+ years managing and delivering technical solutions (e.g. business intelligence projects), with data-driven analysis provided to senior leadership and team members.
* 3+ years leading cross-functional and multi-team projects, demonstrating effective collaboration across diverse groups.
* Hands-on experience architecting solutions using Microsoft Dynamics 365, Power Platform (Power Apps, Power Automate, Power BI), and Microsoft Copilot Studio.
* Strong leadership and communication skills - able to influence without direct authority and communicate effectively with both technical teams and executives.

Preferred Qualifications

* Bachelor's Degree (or equivalent) AND 8+ years experience in engineering, technical programme management, data analysis, or product development.
* 6+ years experience managing cross-team programmes or large-scale projects, especially in high-ambiguity or matrixed environments.
* Demonstrated experience driving citizen development initiatives - enabling or governing low-code solutions built by non-developers within an organisation.
* 1+ years experience reading and/or writing code (e.g. building prototype apps or scripts), indicating ability to engage with technical details when needed.
* 2+ years experience with Customer Success processes, including reactive support and designing customer enablement programmes (service offerings, adoption training, etc.).

Technical Program Management IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $158,400 - $258,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.