Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

As part of the Experience Innovation Office (XIO) team within CE&S, you’ll help to create compelling customer success digital experiences by leveraging the full breadth of Microsoft technology and solutions to realize business outcomes and results, across CE&S teams and dependencies. You’ll be part of a group that connects business strategy to delivery execution, optimizing systems for efficiency and impact, and ensuring our organization is ready for the future of AI-powered customer success experiences.

As the Senior Technical Solution Manager, you will define and develop a solution strategy and vision for how AI can transform the workflows, tools, and experiences of our customer success teams. You will lead AI use case envisioning and solution design and drive technical roadmaps that embed AI‑powered capabilities into daily operations to delivering measurable gains in efficiency, accuracy, and effectiveness.

This opportunity will allow you to:

• Accelerate your career at the intersection of AI, product management, and customer experience.
• Build deep business acumen and technical expertise in AI transformation.
• Strengthen your skill in case envisioning, solutioning, UX research, and cross-functional leadership.

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.

Responsibilities

• Define and communicate a future-state vision for AI-first experiences across all customer-facing roles.
• Develop and maintain technical roadmaps that transform front line tools and workflows, ensuring alignment with business strategy and operational excellence.
• Track best practices, Microsoft product updates and emerging trends in AI, ensuring roadmaps and visions account for technical advancements.
• You will partner with Software and Hardware Engineering teams to convert the vision and roadmaps into reality, supporting ongoing program execution, obstacle management, and course corrections.
• You will deliver on roadmap for multiple feature groups, track project schedules, develop staging and implementation plan, and manage governance programs.
• You’ll define success criteria and create relationships for implementing features for complex cross-functional projects. You’ll coordinate across various business and technical teams to ensure alignment across organizations.
• You will apply UX research prinriples to understand lived experiences, and translate insights into actionable improvements. You’ll also lead teams to partner with other departments to collect performance metrics, drive customer support, and lead direct customer engagements.
• Other
• Embody our culture and values

Qualifications Required/minimum qualifications

• Master's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field AND 4+ years experience in project management, operations, or engineering OR Bachelor's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field AND 6+ years experience in project management, operations, or engineering OR equivalent experience.

Additional or preferred qualifications

• Master's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field AND 8+ years experience in project management, operations, or engineering OR Bachelor's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field AND 12+ years experience in project management, operations, or engineering OR equivalent experience.
• Project Management Professional (PMP) certification or equivalent.
• Continuous Improvement certification, Lean Six Sigma certification, or equivalent.
• Agile Certified Practitioner (ACP) or equivalent.
• Change Management certification (e.g., Prosci Certification).
• 6+ years of experience managing cross-functional and/or cross-team projects and product development.
• 1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).

Technical Solution Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.