Principal Customer Experience Program Manager
Core
Build a proactive resiliency function for Government cloud customers, defining playbooks, managing the full resiliency lifecycle, and driving Gov-vs-Commercial parity.
Role type
Principal Customer Experience Program Manager (Resiliency)
Builds
Proactive resiliency programs, incident response playbooks, and operational processes for sovereign environments.
Domain
Cloud Infrastructure / Government Services / Reliability Engineering
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Program management, incident crisis coordination, root cause analysis, sovereign compliance, executive customer engagement, cross-org stakeholder alignment, program scaling, metrics-driven operations, technical architecture understanding.
Preferred skills
Experience in CRE/SRE/ACE roles, hands-on resiliency tooling, deep knowledge of geo-centric architecture, building functions from scratch.
Technologies
Azure services, monitoring tooling, incident response systems, telemetry platforms.
Responsibilities
Stand up a new proactive resiliency function for Government cloud customers; Own the full resiliency lifecycle including detection, incident coordination, and post-incident analysis; Drive Gov-vs-Commercial parity in monitoring and tooling; Scale the resiliency model to a portfolio of 3-5 top Government customers; Design escalation pathways and compliance-aligned operational processes for Sovereign environments; Partner with reliability engineering and product teams to feed insights into upstream engineering actions.
Seniority
Principal, strategy & mentorship