Principal Customer Experience Program Manager – Business & Industry Copilots

Job title:

Principal Customer Experience Program Manager – Business & Industry Copilots

Company

Microsoft

Job description

Microsoft is a company where passionate innovators come to collaborate, envision what can be and take their careers to levels they cannot achieve anywhere else. This is a world of more possibilities, more innovation, more openness in a cloud-enabled world.The Business & Industry Copilots group is a rapidly growing organization that is responsible for the Microsoft Dynamics 365 suite of products, Copilot Studio, Power Apps, Power Automate, Dataverse and more. Microsoft is considered one of the leaders in Software as a Service in the world of business applications and this organization is at the heart of how business applications are designed and delivered.Microsoft Power Platform is a low-code platform that allows users to rapidly build customized end-to-end business solutions. Microsoft Copilot Studio is a graphical, low-code tool for building agents and agent flows. As Satya mentioned in the FY 2025 Q3 Earnings call, Power Platform has more than 56 million monthly active users and Copilot Studio is used by more than 230,000 organizations – including 90% of the fortune 500.The Power Platform and Copilot Studio Customer Advisory Team (Power CAT) is an agile customer-facing team within the Business & Industry Copilots (BIC) engineering group, helping customers drive up the adoption of Power Platform & Microsoft Copilot Studio products.We are looking for a Principal Program Manager to join our Copilot Studio CAT team. This role will allow you to work closely with some of the most strategic customers for Microsoft Copilot Studio and enable them to be successful in their adoption and implementation to solve their business challenges and realize value. You will also be able to influence the product strategy and roadmap through customer feedback.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.Consider joining the team if you have the following attributes:

• Passionate about making our customers successful.

• Growth Mindset i.e., you should be willing to take risks, fail fast (if needed) and try again.

• Technically astute and a “doer” i.e., you are not afraid to get ‘hands on’ with technology.
• Proven track record of leading solution deployments at an enterprise scale.

Responsibilities:

• Be the technical expert on the ground with the customer team to increase confidence in the product capabilities & drive adoption.

• Own the relationships with multiple stakeholders within the customer accounts (ranging from senior leadership to architects & partners) to drive adoption & unblock issues.

• Communicate effectively to keep all the stakeholders (internal Microsoft & customer) informed of the progress of the engagement, issues, blockers, successes, and impact to drive adoption & realize value.

• Deeply understand the technical challenges, constraints and blockers faced by customers and provide recommendations for solving these challenges by suggesting multiple solutions and workarounds along with pros and cons for each approach, to enable the customer / partner team to successfully deploy solutions in production.

• Influence various product team owners to prioritize product features that are blocking customer scenarios by sharing feedback, explaining customer context & importance, effective communication and by leveraging senior leadership escalation, as necessary.

• Be the bridge between engineering & customer teams and own action items from customer engagements and drive them to completion by sharing regular updates to all the stakeholders, identifying the right owners for each action item, and regularly following up with the owners to completion.

• Be on the lookout for success stories & opportunities within customer organizations to uncover the human truth behind adoption & celebrate success.

Qualifications:

• Bachelor’s Degree in Computer Science, Engineering, Data Science, Math, Business, or related field and demonstrated work experience in engineering, product/technical program management, data analysis, or product development.

• OR equivalent experience.

• Advanced knowledge and expertise with the concepts of Generative and Agentic AI

• Demonstrated hands-on experience of all below key Power Platform and Copilot Studio technologies and areas:

• Microsoft Copilot Studio.

• Power Platform governance, security, and administration.

• Power Platform Application Lifecycle Management.

• Power Platform no-code, low-code, and pro-dev extensibility patterns.

• Core conversational AI platform development and solution architecture experience.

• Excellent communication and presentation skills.

• Comfortable in having conversations with customer stakeholders at multiple levels (C-level execs, program leads, directors, low-code app makers, developers, architects).

• Strong project management, problem solving and negotiating skills, with proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations.

• Comfortable with ambiguity and self-learners who can make decisions and keep making progress with minimal guidance.

• Strong leadership acumen, with ability to drive results by influencing without authority.

• Team player with a demonstrated habit of sharing and scaling knowledge – either internally or externally – through documentation, presentations, videos, code samples, accelerators, etc.

Other RequirementsAbility to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check:

• This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Travel: Occasional travel (25% to 50%) is expected in this role.#BICJobs#CXPJobs#CXGJobsMicrosoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the .

Expected salary

Location

Ireland

Job date

Thu, 03 Jul 2025 00:09:17 GMT

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