Principal Customer Experience Program Manager

In this role, you will own and drive the success of AED customers in partnership with ACE delivery managers to enable their ACEs to provide world class support for these customers. Drive end to end support experience excellence by industry-standard best practices and infusing consistency and rigor across internal and external partners to create sustained impact for our customers. Serve as the primary interface for developing and implementing a comprehensive delivery excellence framework for Azure customers. This includes designing, optimizing, and standardizing operational processes, selecting and deploying effective tooling, ensuring seamless execution, and maintaining a robust knowledge base. Monitor the overall health and performance of operational delivery teams to ensure operations meet or exceed defined success measures. Build cross functional work across engineering and product groups to drive enhancements in support experience Lead projects end to end with cross functional work groups. Drive strategic Delivery Excellence reviews with clear actions and owners. This includes collaborating with partners to document and effectively escalate processes, fostering a collaborative environment. Collaborate with technology teams to develop and implement solutions to proactively identify and resolve potential operational issues before they impact customers. Lead through clarity, credibility, and execution excellence rather than org structure. . Mentor and develop other program managers and cross‑functional leads informally. . Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience. Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field and 12+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience. Proficient with Cloud technologies, preferably Azure. Proven experience building and/or delivering support, or customer engineering programs at scale. Experience working with global teams across geographies and organizational boundaries in a fast-paced environment. Knowledge of and the ability to carry out the process of planning, organizing, and managing tasks and resources to accomplish a well-defined objective. Knowledge of different types of measurable indicators and success metrics, which includes an understanding of how indicators can be used to demonstrate the achievement of outcomes, outputs, goals, or objectives.