Customer Experience Program Manager II
 Microsoft | |
 United States, Washington, Redmond | |
 Jul 02, 2025 | |
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OverviewThe Windows and Windows Cloud Support-as-a-Feature (SaaF) team ensures that every feature ships with clarity and confidence by driving well-coordinated readiness and communication efforts. We work closely with engineering, support, and product teams to ensure that updates to Windows 365 and Azure Virtual Desktop (AVD) are clearly communicated and understood by both customers and internal teams.We are looking for a Customer Experience Program Manager II who enjoys driving execution and partnering across teams to deliver high-quality experiences. In this role, you will coordinate readiness efforts for new features and service changes, manage internal and external communications, and ensure customer-facing and support delivery teams are fully enabled from day one. You'll use data and feedback to help prioritize work, surface blockers, and continuously improve the way we deliver and support cloud services.This role is part of the Customer Experience Engineering (CxE) organization, which supports the customer journey through deep collaboration with support, partner, and community teams. If you thrive in fast-paced environments and enjoy making complex operations run smoothly, this is a great opportunity to build expertise in readiness, communications, and service delivery at scale. 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.
ResponsibilitiesSupport the planning and execution of release readiness activities for Windows 365 and AVD features and service updates, in partnership with engineering, product, and support stakeholders.Coordinate cross-functional efforts to align documentation, training, tooling, and communication plans that support day-0 readiness.Contribute to the creation and review of customer-facing communications, including service change announcements.Analyze insights from support case data, internal feedback, and telemetry to identify gaps and prioritize improvements in tooling, documentation, and readiness workflows.Track and report readiness progress, surfacing blockers and risks early to maintain alignment across teams and timelines.Champion customer and support experience by ensuring messaging, training, and tooling reflect the real-world scenarios and needs of our users. | |