Are you a customer-obsessed, AI-First product builder who thrives in transforming Customer Service? Are you ready to shift your career into high gear by leading high velocity product launches and driving hyper growth? If yes, let’s have a conversation.

The Dynamics 365 Customer Service team is on a mission to transform the way our customers serve their customers using AI First Service capabilities. Through our deep product and engineering engagements with customers and teams across Microsoft, we empower them with AI driven self-service, omnichannel (voice, digital), unified routing and service associate experiences. We work every day with Microsoft’s Customer Support organization as our Customer Zero, always validating our ideas with our most vocal and critical support engineers and leaders first. We Learn. Ship. Scale. Rinse. Repeat. Our culture of growth mindset and empowerment are central to who we are and how we innovate and work every day. 

As part of Business Applications and Platform (BAP) organization, our AI First Customer Care Applications are a high growth and critical market segment for Microsoft. Our team builds Copilot for Service, Copilot in D365 Customer Service and the application, Omnichannel, Unified Routing and Business intelligence for our customers to run their mission-critical contact centers securely, reliably and at scale. We define, build, and launch products that enable our customers to provide world class service experience to their customers.  We empower millions of Service agents globally with contact center capabilities that use the latest in AI, Large Language Models and Contact center technologies for them to deliver effective, agile and delightful customer experiences.

We are a team that loves big, transformative opportunities and as part of BAP we have consistently innovated and created new solutions to solve some of our most problems.  We value diverse opinions and new, forward-thinking ideas. We have great customer empathy and delight in understanding our customers’ needs.  We use data and key Performance Indicator (KPIs) to guide, improve and grow the success of our products and our customers.

We are looking for a world class Principal Leader of Product Managers to join our team. Every day, our customers stake their business and reputation on cloud. You will join BAP’s mission to provide our customers with the world-class application services they need to succeed.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

We are looking for a Principal Leader of Product Managers to lead our efforts in transforming and improving the way Customer Service is delivered through AI first innovations.  You will bring the latest innovations in Artificial Intelligence (AI), Machine Learning (ML), Large Language Models (LLMs), Communication Channels (Digital, Voice), Contact Center Operations, User experience (UX), and diagnostic platforms together to execute on our transformation journey.  You will help build and lead a team of diverse product managers and utilize Microsoft’s core management principals of modeling, coaching, and caring in pursuit of your mission.  You will work with leadership across the BAP organization and, where applicable, drive alignment and impact across Microsoft’s organizational boundaries.

This is a high impact role with elevated visibility with the BAP executive leadership team and ample opportunities to share success and receive support from them. The scope of responsibilities includes:

• Building, leading, and managing a diverse PM team using Microsoft’s leadership principles

• Driving a culture of quality, innovation, collaboration, and teamwork

• Leading a product vision, roadmap and strategy to fuse Communication channels with AI in our Customer care platform

• Developing a product roadmap and strategy for AI applications in our customer care platform

• Working with BAP executive leadership to create and maintain strategic alignment

• Engaging with engineering teams across Microsoft to align dependencies and co-innovation

• Measuring and reporting on the success of the problem space through relevant metrics and Key Performance Indicator (KPIs)

• Partnering with UX designers, Engineers, and researchers to deliver world-class user experiences (UX)

• Partnering with data science teams toincorporate key insights

• Partnering with engineering to deliver impactful and innovative technologies

• Embody our Culture  (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture)  

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree AND 8+ years of experience in product and cloud service management, software development

• OR equivalent experience.

• 4+ years people management experience.

• 4+ years experience in presenting to and managing product status with executives and customers

• 4+ years experience with contact center and communication channels (voice, digital) applications, data analytics, AI, LLMs, and related technologies

   

Other Requirements:

• Ability to meet Microsoft stipulated security and background screening requirements. These requirements may include, but are not limited to: Microsoft Background Check, Cloud Background Check and others.Uponhire/transfer and every two years thereafter.

   

Additional or Preferred Qualifications

• Bachelor's Degree AND10+ years of experience in product management or software development

• OR equivalent experience.

• 6+ years of people management experience leading a multi-layered PM or Software engineering team.

   

Product Management M5 - The typical base pay range for this role across the U.S. is USD $137,600 - $267,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $180,400 - $294,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until May 31, 2024.

#BAP

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .