Principal Customer Experience Program Manager - The Office Product Group

## About the role * Drive strategic customer engagements. * Build and own trusted relationships with our most strategic accounts, representing the voice of the customer inside the product group and the voice of the product to the customer. * Manage executive escalations. * Act as the senior point of accountability for critical escalations, coordinating rapid, cross-functional response, communicating clearly with executive stakeholders, and driving issues to resolution. * Lead "Get to Green" recovery engagements. * Own customer recovery for critical, at-risk accounts: assess root causes, build and execute a structured recovery plan, align engineering, product, FastTrack, and field partners, and restore customer health and confidence. * Gather and synthesize customer feedback and product asks. * Systematically capture feedback, feature requests, and unmet needs; translate them into clear, prioritized, well-evidenced input for product and engineering teams. * Identify systemic issues and improve product quality. * Move beyond one-off fixes, analyze patterns across accounts and signals to surface systemic problems, then partner with engineering to drive durable quality improvements. * Enable adoption of Copilot in Office. * Help customers successfully adopt and scale Copilot and our newest AI capabilities within Office, removing blockers and sharing best practices that unlock value. * Partner across the organization. * Work shoulder-to-shoulder with engineering, product, FastTrack, and field teams, and partner closely with product groups beyond OPG, such as Copilot, to align on priorities, close the loop on customer commitments, and deliver a coherent customer experience. * Test and pressure-test the product. * Use the product deeply and hands-on, replicating customer scenarios to validate quality, anticipate issues, and ground your recommendations in firsthand experience. ## Requirements * 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. * Demonstrated experience in customer experience, customer success, technical program management, or a related discipline working with large enterprise customers. * Demonstrated ability to engage and build credibility with CXO-level executives at Fortune 2500 organizations. * Demonstrated track record managing executive escalations and leading recovery or "turnaround" engagements for critical accounts. * Demonstrated analytical skills — able to work with data and telemetry to identify patterns, isolate systemic issues, and build evidence-based recommendations. * Curiosity and a hands-on mindset — a genuine drive to understand how the product works, to use and test it directly, and to get to the root of problems. * Cross-functional collaboration and communication skills, with experience effectively partnering across engineering, product, and field organizations. * Cross-team collaboration, a proven connector who builds trust-based partnerships and works closely with other product groups beyond OPG, such as Copilot, to drive shared customer outcomes. * Ability to operate with ambiguity, balance multiple high-priority accounts, and drive outcomes without direct authority. * Experience enabling enterprise adoption of Copilot and related AI capabilities at scale. ## Nice to have * Experience designing and creating customer-led evaluations ("evals") to measure and improve product quality and AI performance. * Background partnering directly with engineering teams on product quality and roadmap influence.