Principal Customer Experience Program Manager

Develop and execute the operational demand strategy and roadmap to make Azure the most stable, reliable, and performant cloud. Influence and drive product investments that eradicate operational demand, improve supportability and product quality, and enhance customer and engineer experiences. Provide technical and strategic leadership across Product Groups, CSS, and Engineering teams to solve complex, cross-organizational challenges. Lead AI-first transformation through AI agents, copilots, automation, and predictive insights to improve diagnostics, self-help, productivity, and support outcomes. Ability to operate with urgency and deliver results in a fast-paced, highly ambiguous environment. Define success metrics, establish accountability, and drive execution against measurable business outcomes. Apply systems thinking and standardized approaches to solve problems at scale, accelerate automation, and continuously improve operational efficiency. Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 1+ year(s) of customer facing experience. Master's Degree in Engineering, or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 3+ years of customer facing experience. 5+ years people management experience. Familiarity with Large Language Models (LLMs), agent development, model evaluation techniques, or human‑in‑the‑loop workflows. Experience designing and delivering solutions using modern software engineering practices and cloud technologies in ways that support accessibility, scalability, and customer needs. Effective communication and inclusive leadership skills, enabling clear partnership with diverse teams, stakeholders, and customers. Commitment to continuous learning, including exploring emerging technologies and applying them to address business and customer challenges. Familiarity with program‑management practices across different software development services, methodologies, and delivery models. Understanding of engineering best practices used in cloud‑based services. Experience applying structured problem‑solving approaches, including pilots, prototypes, experimentation frameworks, or iterative testing. Experience implementing Supportability‑by‑Design principles to enhance customer experience and support service reliability.