We are looking for a **Technical Program Manager** (TPM) to lead mission-critical programs that help ensure Microsoft delivers the most secure, reliable, and customer-focused productivity experiences in the world. In this role, you’ll drive programs that enhance Microsoft’s internal systems and business processes, ensuring they meet the highest security and operational standards. You’ll work across engineering, operations, and product teams to deliver resilient systems at scale—blending technical expertise, strategic thinking, and customer obsession. About the Team As part of the M365 Office Engineering Direct (OED) organization, our Site Reliability Engineering (SRE) team is foundational to the success of Exchange Online—a globally distributed service supporting millions of users. We focus on service reliability, incident response, automation, and user satisfaction. We lead proactive engineering efforts to prevent incidents, accelerate diagnostics, and drive meaningful, long-term service improvements. Our work impacts hundreds of components and supports mission-critical communication services. Our Next Chapter: AI & ML in Reliability We are actively integrating Artificial Intelligence (AI) and Machine Learning (ML) to reshape how we manage service health and anticipate issues. Predictive analytics and custom ML models are helping us detect patterns in massive datasets, uncover hidden risks, and enable faster, smarter decision-making. This is your opportunity to help lead that transformation. This is a high-impact role where your leadership will shape how one of the world’s most critical services operates and evolves. You’ll work alongside brilliant engineers and leaders, solve meaningful problems, and help redefine how technology supports people everywhere. 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** **Analysis of Customer and Market Signals** + Identifies complex opportunities and gaps in the implementation of multiple feature areas (e.g., product, service) including comparison of various quality and performance metrics to various solutions. May lead customer engagements to solicit feedback and understand their experiences with Microsoft’s products and services. Independently performs complex market research in collaboration with other teams, conducts competitive analyses, and examines customer and technology-related industry trends, as well as industry-specific requirements or regulations. Integrates relevant data on product usage, product telemetry, and service data together to identify complex patterns, generate hypotheses, and build a plan to change the product. + Understands and starts to build experiences across multiple groups or divisions. Starts to coach internal team to develop problem statements and form hypotheses of multiple feature areas (e.g., product, service) to address complex business, program, and customer needs, and/or market opportunities. Identifies all dependencies effected by the proposal. Owns and performs experiments to test hypotheses and inform decisions on what multiple feature areas (e.g., product, service) to introduce. Establishes clarity of patterns of root problem and how it relates with previously seen trends across customers. Determines the customers/sectors impacted, and provides research evidence to determine priorities. Determines and leads process improvements to quickly scope insights. Ensures alignment between the customer, the market, internal stakeholders, and the goals of and strategy of Microsoft. Collaborates with others (e.g., Engineering, Marketing, Design) to ensure that they can satisfy customer requirements. Evaluates the opportunity to determine for greatest value to the business. Defines solution options and proposed solution roadmap across multiple feature areas within multiple stages. **Product/Service Definition** + Partners with Software and Hardware Engineering to design architecture and integrated customer solutions to complex technical needs for multiple feature areas (e.g., product, service). Proposes design and architecture documents for multiple feature areas. Understands what options are available and partners with others to identify and select best option for needs, and creates new solutions if needed. Collaborates with architects and technical partners to develop architecture. Works with internal and external technical partners and/or architects to represent technical solutions to customers. + Defines the program(s) goals and prioritization for the multiple feature areas (e.g., product, service) they own. Translates the needs of the organization and other teams into program goals and prioritized deliverables based on data-focused analysis. Engages in active risk management (proactive and reactive) to identify risks and propose mitigations for risks using data (e.g., telemetry, usage, net satisfaction, customer satisfaction). + Defines success criteria and performance metrics (e.g., Objectives and Key Results [OKRs], Key Performance Indicators [KPIs] such as quality and performance) of multiple feature areas (e.g., product, service) and works with Software and Hardware Engineering to ensure needed telemetry is developed. Deeply understands the return on investment and presents it to key stakeholders. **Product/Service Development** + Contributes to the development of the staging and implementation plan for piloting/release in alignment with Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) for multiple feature areas (e.g., product, service) Collaborates with stakeholders to monitor progress and adjust as needed. + Manages governance programs and processes to ensure that specific performance requirements and standards are met throughout the development lifecycle (e.g., quality, compliance, privacy, security, safety, accessibility). + Creates relationships to drive orchestration and integration efforts for the development and implementation process of multiple feature areas (e.g., product, services) for large and complex cross functional projects with internal teams and external partners. Collaborates and coordinates across organizations to ensure alignment on product management and release, including tradeoffs, adjustments, and improvements as feasible. + Partners with the engineering team to contribute, prioritize, and deliver on the roadmap for multiple feature areas (e.g., product, service). Understands the value proposition for the multiple feature areas and answers technical questions on the multiple feature areas they own. + Validates use-case and scenario outcomes, and performance targets that are being achieved. Drives continuous quality improvements of the delivery. Writes readable and extensible test cases from scratch to test code and improve quality. + Collaborates with others to track, coordinate, and communicate end-to-end project schedules (e.g., epics, sprint/semester plans, milestones, timelines, releases) for multiple feature areas (e.g., product, service). Works with others to establish and monitor processes, and helps hold stakeholders accountable for following the established schedule and processes. Helps track and manage dependencies to enable cohesive, connected user scenarios, and to identify potential risk areas and escalate appropriately. Makes adjustments or course corrections when projects are not aligned to schedules or goals. **Product/Service Performance** + Acts as a technical advisor to educate and evangelize the feature areas (e.g., product, service) they work on with customers via meetings, presentations, and other forums. Leads direct customer (internal and/or external) engagements to solicit feedback and understand their experiences with the feature areas (e.g., product, program, services). Helps deliver sales enablement and field support. Participates in business deals, creates strategic partnerships, and participates in pre-sales meetings with customers. + Drives the customer supportability experience and provides documentation (e.g., troubleshooting guidelines, best practices, blogs). Monitors how products and/or services are being used. Tracks and understands a root-cause analysis for live-site incidents with little guidance from others. Understands and drives improvements in the support process, including both forums and communities. Collaborates with and provides insight to Software and Hardware Engineering, Customer Service and Support (CSS), and other partners (e.g., business-process owners) on broad live-site improvement opportunities. + Leads teams to partner with others (e.g., Data Science, Software and Hardware Engineering) to collect performance metrics (e.g., Key Performance Indicators [KPIs] such as usage, quality, speed, and cost), monitor and report on progress (e.g., business reviews), and derive deep insights that lead to productive courses of action to improve development, iteration, and implementation of multiple feature areas (e.g., product, service). Leverages customer listening systems, telemetry, engagements (e.g., interviews, surveys), etc., to develop insights on product and/or service performance and customer needs. Shares insights with Engineering and other partners. Forms hypotheses to complex technical needs, performs experiments, and iterates to drive improvement in specific performance metrics. **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 of experience managing cross-functional and/or cross-team projects. **Other Requirements:** Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: + **Microsoft Cloud Background Check** : This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. + **Citizenship & Citizenship Verification** : This position requires verification of U.S. citizenship due to citizenship- based legal restrictions. Specifically, this position supports United states federal, state, and/or local(or applicable country) United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.   **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 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). + Familarity in AI/ML-based systems, predictive monitoring, or incident response tooling. + Familiarity with SRE principles, operational metrics, and service health frameworks. + Familiarity with cloud infrastructure at an enterprise scale. Technical Program Management IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $158,400 - $258,000 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 August 30, 2025 \#TechnicalProgramManager #AI #MachineLearning #ServiceReliability 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) .