Customer Experience Program Manager -Surface Business Team

** Overview*
* We are looking for a  
** Senior Customer Experience Program Manager
** who combines customer-centric thinking, strong business and data acumen, and technical fluency to translate insights into scalable solutions.

You will help shape and scale Microsoft Device Protection Plan experiences by translating customer, partner, market, and business insights into actionable product, tooling, and operational  this cross-functional role, you will partner with product, engineering, operations, sales, and other stakeholders to identify opportunities, develop scalable capabilities, and turn data into insights that inform business and product decisions. You will own and influence business intelligence and reporting solutions, translate business needs into technical requirements, and apply automation and AI-enabled solutions to improve partner experiences and operational effectiveness.

You will serve as a trusted advisor, connecting customer and partner needs with technical and business opportunities and communicating insights and recommendations to a range of stakeholders.

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*
* + Serve as a senior innovation PM:
Architect, automate, and improve scalable capabilities, tools, dashboards, and processes that enable partners and internal teams to operate and deliver Microsoft protection services more effectively (includes incentive programs, COGS management, underwriting & claims)

+ Analyze market, customer, partner, and business data to identify trends, opportunities, and areas for improvement, translating insights into actionable recommendations that support business growth and customer outcomes.

+ Own and evolve business intelligence, reporting, and AI-enabled tooling that provides insights into business performance, customer needs, and opportunities.

+ Translate business and customer needs into business cases and technical requirements, partnering with engineering, product, operations, and other stakeholders to develop scalable solutions.

+ Engage with customers and partners to understand needs, pain points, and emerging opportunities, assess their broader applicability, and inform product, process, and technology priorities.

+ Identify and address opportunities to improve implementation, adoption, and operational efficiency, determining when process improvements, automation, or AI-enabled solutions can help accelerate outcomes.

+ Communicate business performance, customer insights, recommendations, and opportunities clearly to technical, business, customer, partner, and leadership audiences.

** Qualifications*
* *
* Required Qualifications:

*
* + Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development.

+ OR equivalent experience.

** Preferred Qualifications*
* + Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.

+

Experience with  
** business intelligence,…