The Senior Customer Experience Program Manager will focus on enhancing Microsoft Device Protection Plan experiences by leveraging customer, partner, market, and business insights. This role requires a blend of customer-centric thinking, business acumen, and technical fluency to develop scalable solutions. The manager will collaborate with various stakeholders, including product, engineering, and operations teams, to drive improvements and operational effectiveness. The position emphasizes the importance of data-driven decision-making and effective communication of insights to diverse audiences.

• 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.
• Master's Degree in a relevant field AND 6+ years experience in the same areas OR Bachelor's Degree AND 8+ years experience OR equivalent experience.
• Experience with business intelligence, analytics, and dashboard development, including tools such as Power BI.
• Ability to communicate complex business and technical insights clearly to various stakeholders.
• Familiarity with SQL, Python, AI tools, or similar technologies for data analysis and solution development.

• Architect, automate, and improve scalable capabilities, tools, dashboards, and processes for Microsoft protection services.
• Analyze market, customer, partner, and business data to identify trends and opportunities for improvement.
• Own and evolve business intelligence, reporting, and AI-enabled tooling to provide insights into business performance.
• Translate business and customer needs into business cases and technical requirements.
• Engage with customers and partners to understand their needs and inform product and technology priorities.
• Identify opportunities to improve implementation, adoption, and operational efficiency.
• Communicate business performance and customer insights clearly to various audiences.

• Employees at Microsoft are often offered comprehensive, “world-class” benefits—including health and mental-wellness programs, competitive pay with bonuses and stock awards, and retirement/savings options. Time-off and flexibility are common, with generous vacation and holidays, parental and caregiver leave, and flexible work schedules, alongside learning support, employee resource groups, product discounts, and matching-gifts/volunteering programs. Specific benefits can vary by region.