Principal Customer Experience Engineering Manager
Core
Lead the AI Ops US team to drive autonomous-resolution improvements, convert customer signals into engineering actions, and scale community-led resolution for Azure technical domains.
Role type
Principal Customer Experience Engineering Manager (AI Ops)
Builds
Autonomous resolution capabilities, AI-assisted support workflows, and community-led resolution programs for Azure services.
Domain
Cloud (Azure) + AI/ML Operations + Customer Experience Engineering
Deliverable
production ML models | product features | dashboards & analysis
Required skills
People management, program management, AI/ML systems expertise, data telemetry analysis, cross-functional leadership, organizational change management, cloud platform knowledge, distributed team leadership
Preferred skills
Agentic AI concepts, LLMs, RAG systems, Responsible AI practices, executive communication, global team coordination
Technologies
Azure, LLMs, RAG systems, agentic AI frameworks
Responsibilities
Manage and coach a high-performing team of US-based Customer Engineers; drive autonomous-resolution hill climb by analyzing failed cases; partner with AI Ops PM to improve FACS adoption and outcomes; scale Community Champion success; establish operating rhythms and governance reviews; convert customer feedback into prioritized engineering asks; drive operational health metrics (CSAT, IRT, throughput).
