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.

Join a team at the forefront of transforming customer experience and support through technology innovation.

As part of the Tech Ops Excellence team within CE&S, you’ll help set the operational strategy and drive execution for all technology initiatives impacting our front line customer-facing roles —including Support Engineers, Supervisors, Customer Success Managers, and Professional Services professionals. You’ll be part of a group that connects business strategy to delivery execution, optimizing systems for efficiency and impact, and ensuring our organization is ready for the future of AI-powered customer engagement.

As the AI-First Experience Program Lead, you will establish and articulate a compelling future-state vision for how AI can transform the workflows, tools, and surfaces used by our front line teams. You’ll oversee the development and execution of technical roadmaps that infuse AI-powered capabilities into daily operations, driving improvements in efficiency, accuracy, and overall effectiveness.

This opportunity will allow you to:
• Accelerate your career growth at the intersection of AI, product management, and customer experience.
• Develop deep business acumen and technical expertise in AI transformation.
• Hone your skills in program and product management, UX research, and cross-functional leadership.
• Work flexibly, with opportunities for remote collaboration and partial work-from-home arrangements.

This role is flexible in that you can work up to 50% from home.

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.