Principal Customer Experience Program Manager - The Office Product Group
Core
Drive strategic customer engagements, manage executive escalations, and lead recovery for critical at-risk accounts within the Office Product Group.
Role type
Principal Customer Experience Program Manager
Builds
Office Product Group (including Copilot AI capabilities) for large enterprise customers
Domain
Enterprise Software / Office Productivity / AI
Deliverable
client delivery
Required skills
Strategic account management, executive escalation handling, customer recovery planning, cross-functional leadership, product quality analysis, Copilot adoption enablement, data-driven problem solving, hands-on product testing
Preferred skills
Designing customer-led evaluations (evals), partnering directly with engineering on roadmap influence
Technologies
Office suite, Copilot
Responsibilities
Manage executive escalations and coordinate cross-functional responses; Lead "Get to Green" recovery engagements for critical accounts; Gather and synthesize customer feedback to drive product improvements; Enable enterprise adoption and scaling of Copilot AI capabilities; Test and pressure-test the product to validate quality and anticipate issues
Seniority
Principal, hands-on IC with strategic influence