Senior Customer Experience Program Manager

Responsibilities

• Lead end-to-end customer engagement lifecycles, from onboarding through delivery and retention, ensuring alignment with program goals and excellence in execution.
• Orchestrate capability delivery by coordinating engineering escalations, critical project advisories, and post-incident reviews to resolve issues and improve service reliability.
• Facilitate regular service reviews, change communications, and governance syncs to maintain transparency and drive customer success.
• Advocate for customer needs by capturing and relaying feedback to engineering and product teams, facilitating customer feedback sessions, and submitting design change requests, when needed.
• Drive program growth by identifying improvement opportunities, supporting sales engagements, and managing onboarding readiness across stakeholders.

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
• Proven experience in enterprise customer engagement, technical account management, or program delivery roles
• Proven experience managing complex customer engagements involving Windows Client/Server environments, including update servicing, deployment, and support coordination
• Demonstrated expertise in incident management, escalation handling, and post-incident analysis (e.g., PIR, RCA)
• Demonstrated commitment to customer success, with a proactive approach to identifying and resolving customer pain points across Windows and Microsoft 365 environments
• Experience leveraging Microsoft support and telemetry tools (e.g., IcM, CRM, Service Reviews) to drive insights and improve customer outcomes
• Familiarity with scripting and automation (e.g., PowerShell) to streamline customer engagement processes and enhance service delivery
• Working knowledge of enterprise device management to support customer modernization and deployment goals
• Solid understanding of Windows servicing architecture and enterprise deployment tools (e.g., Intune, ConfigMgr)
• Ability to collaborate with engineering and support teams to advocate for customer needs and influence product improvements