Technical Program Manager AI Programmatic Metrics & Measurment

Job description

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.

**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**

+ Embody our culture and values.

(https://www.microsoft.com/en-au/about/values)

**Qualifications**

Required 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

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 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.

Technical Program Management IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 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 $131,400 - $215,400 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 will accept applications for the role until October 26, 2025.

Microsoft is an equal opportunity employer.

Consistent with applicable law, 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .

Required Skill Profession

Other General