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.
The Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. The New Product Introduction (NPI) Team for CE&S sits in Strategy and Operations and is responsible for driving awareness and launch readiness across CE&S for all new product and feature releases as well as coordinating readiness for end of support. This includes working with product managers in engineering on product roadmap visibility and to facilitate sharing of technical content for new releases, working with marketing on information sharing related to major marketing events and announcements, and coordinating with the Customer Success Unit (CSU), Industry Solution Delivery (ISD - consulting) and Customer Service and Support (CSS) to ensure readiness for customer facing roles as well as timely offers, all to accelerate customer impact and time to value.
We are in the midst of a significant transformation of the New Product Introduction (NPI) process, accelerating, automating, and standardizing the process to enable customer facing delivery roles to keep pace with the significant growth in scale of releases. We are looking for a Principal Technical Program Manager - New Product Introduction for our NPI organization to lead that transformation, landing the changes within the NPI team and with stakeholders across CE&S and in Engineering and Marketing, and to lead day-to-day execution of operations to support new product and feature releases as well as end of support readiness. We are looking for a Principal Technical Program Manager - New Product Introduction with technical depth across a breadth of product areas, experience managing complex cross-functional programs, driving and leading through transformational change, and managing senior stakeholder relationships. This is a chance to drive meaningful change across internal operations that will result in meaningful impact for our customers.
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.
Responsibilities
- You will deliver the successful transformation of the NPI process landing changes within the NPI team and with Engineering, Marketing, Customer Success Unit (CSU), Customer Service and Support (CSS), and ISD - consulting.
- You will manage day-to-day operations that ensure Day Zero readiness across the release of all new products and features across solution areas as well as end of support readiness to drive customer experience and accelerate time to value.
- You will proactively identify readiness risks and drive corrective actions ahead of launch.
- You will build trusted relationships with stakeholders across CE&S and in Engineering, Marketing, and elsewhere across Microsoft and communicate readiness status, tradeoffs, and risks with clarity and credibility (including to Vice President (VP) and Corporate Vice President (CVP) level audiences).
- You will influence decisions on launch timing, management of End of Support (EOS) and risk mitigation strategies using data driven insights and field signals.
- You will apply technical judgment across the full spectrum of product releases including Security, Identity, Compliance, Cloud, and AI Platforms.
- You will lead, coach, and develop team managers and establish a culture within the NPI organization of technical depth, customer orientation, and continuous learning and innovation.
Qualifications
Required/minimum qualifications
- Bachelor's Degree AND 6+ years’ experience in engineering, product/technical program management, or product development
- OR equivalent experience.
- 1+ years people management experience.
- 3+ years of experience managing cross-functional and/or cross-team projects.
Additional or preferred qualifications
- Bachelor's Degree AND 12+ years’ experience engineering, product/technical program management, or product development
- OR equivalent experience.
- 4+ years people management experience.
- 8+ years of experience managing cross-functional and/or cross-team projects.
- 1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).
- 3+ years of experience in management consulting
- Demonstrated experience driving new product into (NPI), support readiness, launch quality, or operational programs with executive visibility.
- Technical understanding of Microsoft products and solution areas.
- Ability to influence senior engineering and business leaders without direct authority.
- Experience leading successful transformation program(s) at scale.
- Experience operating in CE&S or Microsoft Engineering.
- Experience applying AI-enabled tools or automation to improve program effectiveness and signal quality.
Technical Program Management M5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 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 $188,000 - $304,200 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
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.
