With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Microsoft CSS is one of the largest customer service organizations in the world, comprising tens of thousands of agents assisting more than one billion customers worldwide across voice calls, emails, and live chats.
The Technology, Strategy & Innovation (TSI) team is looking for a Principal Technical Product Manager - Support AI to help drive the Dynamics 365 Customer Service roadmap and design and implement core capabilities to achieve our mission to transform Microsoft Support to an AI-powered global service and support workforce. This role requires strong leadership, strategic thinking, and exceptional communication skills to drive innovation and complex programs forward in a dynamic and fast-paced environment.
This role is flexible in that you can work up to 100% from home.
Responsibilities
- Identifies highly complex opportunities and gaps in the implementation of multiple areas across Microsoft support technologies.
- Partners with Design and Research to build experiences across multiple groups or divisions.
- Works with Engineering to design architecture and integrated solutions to highly complex technical needs for multiple areas.
- Defines the product(s) goals and prioritization for the multiple areas, success criteria, and performance metrics.
- Partners with engineering teams to contribute, prioritize, and deliver on the roadmap for multiple areas.
- Drives the development of the plan for piloting/release in alignment with Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) for multiple areas.
- Validates use-case and scenario outcomes, and performance targets that are being achieved.
- Acts as a technical advisor to educate and evangelize the feature areas.
- Mentor and coach junior product managers, fostering their professional growth and development.
- Uphold Microsoft’s values and principles, promoting a culture of diversity, inclusion, and ethical behavior in all product and program activities.
Qualifications
Required/Minimum Qualifications
- Bachelor’s Degree AND 8+ years experience in engineering, product/technical program management, data analysis, or product development.
- OR equivalent experience.
Additional or Preferred Qualifications
- Bachelor's Degree AND 10+ years experience in engineering, product/technical program management, data analysis, or product development.
- OR equivalent experience.
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.
