Business Program Manager – Customer Experience & Success
Job Description
Location: Multiple Locations, India (Up to 100% Work from Home)
Shift: Full-Time
Role Type: Individual Contributor
Travel: 0-25%
Employment Type: Full-Time
Industry: Business Operations, Customer Engagement, Program Management
Summary
Join Microsoft’s Customer Experience & Success (CE&S) team as a Business Program Manager and play a pivotal role in driving customer satisfaction, engagement, and feedback management. In this position, you’ll act as a key customer advocate, work closely with senior leadership, and manage high-impact business programs that enhance the customer journey with Microsoft products and services. Your expertise in change management, program delivery, and customer feedback will help shape the future of customer experience, while working in a flexible, remote-first environment.
Job Details at a Glance
| Attribute | Details |
|---|---|
| Job Title | Business Program Manager – Customer Experience & Success |
| Location | Multiple Locations, India (Remote Option Available) |
| Shift | Full-Time |
| Experience | 8+ years in program management, customer engagement, and change management |
| Core Skills | Program Management, Customer Experience, Stakeholder Engagement, Business Strategy |
| Industry | Business Operations, Customer Experience, Consulting |
Responsibilities
Voice of Customer
- Collect and analyze customer feedback to gain deep insights and trends.
- Develop actionable customer/partner listening plans to drive continuous improvements.
- Transform customer data into compelling stories for internal stakeholders.
- Prepare senior leadership reports and support data-driven decision-making.
Customer Satisfaction
- Assess and prioritize opportunities to improve customer/partner processes and product offerings.
- Lead the execution of improvement plans across relevant business groups.
- Engage and influence stakeholders at all levels to drive customer-centric initiatives.
- Develop and maintain strategic partnerships, ensuring continuous collaboration and loyalty.
Customer/Partner Obsession
- Advocate for customers and partners in key forums and meetings.
- Represent customer interests across internal teams to promote a customer-obsessed culture.
- Build and share in-depth knowledge of customer needs, trends, and competitive landscape.
- Shape processes and tools for knowledge sharing to enhance the overall customer experience.
Program Management
- Own and support critical programs that impact customer satisfaction, including account management and segmentation.
- Ensure the customer voice is included in product/service planning and decision-making processes.
- Facilitate cross-team collaboration and role clarity to drive program success and customer outcomes.
- Prepare customers for upcoming changes, ensuring smooth transitions.
Skills & Qualifications
Required:
- Bachelor’s Degree (or equivalent) in Sales, Marketing, Computer Science, Engineering, IT, or related fields.
- 8+ years of experience in program management, change management, customer engagement, or related fields.
- Strong technical understanding of Azure and cloud solutions.
- Proven experience in customer-facing roles with expertise in escalation management.
- Project Management Professional (PMP) certification (preferred).
Preferred:
- Master’s Degree (or equivalent) in a relevant field.
- 12+ years of experience in customer success, program management, or customer relationship management.
- Extensive experience with data analysis, feedback management, and business program execution.
Why Microsoft?
At Microsoft, we are committed to fostering a culture of inclusion, innovation, and growth. As part of the Customer Experience & Success team, you will:
- Be at the forefront of AI transformation and customer-driven innovations.
- Work in a flexible work environment with the option to work 100% from home.
- Leverage world-class benefits, including healthcare, training resources, and employee discounts.
- Contribute to impactful projects that enhance the customer experience with cutting-edge Microsoft solutions.
How to Apply
Are you ready to drive customer satisfaction and transform business programs at Microsoft? Apply now to join our dynamic Customer Experience & Success (CE&S) team and make an impact on customers worldwide.