New 
Customer Experience Program Manager II
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Oct 17, 2025 | |
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OverviewOur mission is to help customers operate efficiently and confidently as they embrace the latest technology. Our team specializes in the Microsoft 365 suite including Copilot and thrives on solving complex challenges through engineering-led engagement. Together, we empower organizations to streamline operations, unlock new possibilities, and stay ahead in a rapidly evolving digital world. If you're ready to make a real impact at the forefront of tech innovation, we'd love for you to join us on this exciting journey!We are seeking a Customer Experience Program Manager II to drive resolution acceleration and insights across Microsoft's most critical customer engagements. This role centers on orchestrating engineering-led interventions for high-impact service issues, driving cross-functional triage, deriving product insights and ensuring rapid, repeatable outcomes across Modern Work platforms and AI. You will partner deeply with leadership, engineering, support, and field teams to streamline escalation pathways, implement proactive service improvement plans, and elevate customer confidence through precision-guided technical engagement. Your ability to synthesize complex signals, mobilize engineering resources, and deliver executive-level clarity will be essential to transforming issue resolution into a competitive advantage. 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.
ResponsibilitiesRapidly assess customer challenges and mobilize best-fit resources to resolve them on a timely manner. This will often mean partnership with leaders, engineering teams, marketing, field and more.Capture and synthesize customer feedback to drive continuous improvement in Microsoft 365 and Copilot services via partnerships with product owners.Present executive-level updates and insights to senior leadership.Define and track key metrics for issue resolution and customer satisfaction.Continuously look for ways to improve our approach to customer success innovating in tooling, processes, use of AI and more.Embody our culture and values. | |