Technical Program Manager- AI Programmatic Metrics & Measurment
Microsoft
Technical Program Manager- AI Programmatic Metrics & Measurment
Multiple Locations, United States
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Overview
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.
We are seeking a Senior Technical Program Manager – AI Programmatic Metrics to join the Customer Success Digital Experience (CSDE) team. CSDE creates compelling digital experiences by leveraging the full breadth of Microsoft technology and solutions to realize business outcomes across CE&S teams and dependencies. In this role, you will drive the delivery of innovative digital customer engagement experiences, orchestrating cross-functional initiatives that bring new AI-powered offerings to market. Your work will directly impact how customers interact with Microsoft’s digital solutions by defining and implementing programmatic metrics that measure success, optimize performance, and enable continuous improvement. If you are passionate about leveraging AI to transform customer experiences and thrive in a fast-paced, collaborative environment, we want to hear from you.
Employees who live within a 50-mile commute of a designated Microsoft office will be expected to work from the office at least three days a week.
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.
Qualifications
- Bachelor’s Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
- 2+ years experience managing cross-functional and/or cross-team projects
- Minimum of 2 years of experience in AI Programmatic Metrics and Measurement, including hands-on work with data-driven performance analysis and optimization
- Bachelor’s Degree AND 8+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
- 6+ years experience managing cross-functional and/or cross-team projects.
- 1+ year(s) experience reading and/or writing code (e.g., sample documentation, product demos).
- 2+ years experience with Customer Success processes including reactive support or offering design and enablement.
- 3+ years experience managing and delivering data products, business intelligence and providing data analysis to leaders/team members.
Responsibilities
Business Acumen
- Demonstrated ability to define success criteria, OKRs, and KPIs aligned with strategic business outcomes.
- Strong understanding of Customer Success processes and how AI/Automation drives efficiency and value creation.
- Experience translating business objectives into actionable program goals and measurable results.
Program Management
- Proven track record managing complex, cross-functional programs with multiple stakeholders.
- Skilled in developing staging and implementation plans for pilots and releases.
- Expertise in driving Business Validation Testing (BVT) and User Acceptance Testing (UAT) to ensure quality delivery.
Technical Expertise
- Solid knowledge of AI and automation technologies, including performance, reliability, and Responsible AI principles.
- Ability to gather and synthesize technical requirements and partner with engineering teams to deliver on product roadmaps.
- Familiarity with digital engagement platforms and customer supportability best practices.
Data-Driven Decision Making
- Advanced analytical skills to interpret trends and develop action plans for KPIs such as usage, adoption, satisfaction, and velocity.
- Experience leveraging data insights to optimize processes and validate use cases.
Collaboration & Influence
- Strong ability to build relationships and drive integration across internal teams and external partners.
- Skilled in stakeholder engagement and acting as a trusted advisor and evangelist for digital capabilities.
Customer Focus
- Commitment to driving customer adoption, satisfaction, and supportability.
- Ability to educate stakeholders and customers on new digital engagement experiences and best practices.
Continuous Improvement
- Demonstrated ability to identify opportunities for process optimization and delivery excellence.
- Passion for innovation and improving operational efficiency through AI and automation.
Other