The Job

Principal Customer Experience Engineering Manager, AI Ops US

Technology, Data & Digital · Software & Web Development · Software Engineering · Program Management

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In short

The ACES CØDE organization is transforming Azure support to an AI-first, autonomous demand resolution model. This Principal Customer Experience Engineering Manager will lead a US-based team of Customer Engineers to drive AI-first support delivery for Broad Commercial customers, focusing on improving autonomous resolution, engineer efficiency, and customer satisfaction through data-driven engineering improvements.

Responsibilities

  • Lead and develop the AI Ops US team, managing, coaching, and growing a high-performing team of US-based Customer Engineers.
  • Drive autonomous-resolution hill climb by analyzing cases not autonomously resolved by FACS and identifying improvements.
  • Improve FACS outcomes for Broad Commercial, partnering with the AI Ops PM team to enhance adoption, governance, and case-closure performance.
  • Increase engineer efficiency through AI and automation, identifying opportunities for workflow simplification and process optimization.
  • Scale Community Champion success by service area, engaging experts and improving community-led resolution quality.
  • Partner deeply across the India and US AI Ops model to establish a unified operating rhythm and shared standards.
  • Own service-area operational health by driving disciplined review of CSAT, IRT, escalations, throughput, and volume reduction.
  • Convert customer and delivery signals into engineering action by translating feedback into prioritized engineering asks and improvements.
  • Drive operating rhythm and executive-ready accountability through clear review mechanisms for progress against key metrics.

Requirements

  • Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
  • 1+ year(s) of customer facing experience.
  • Ability to meet Microsoft, customer and/or government security screening requirements.

Desired Qualifications

  • Master's Degree in Engineering, or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
  • 3+ years of customer facing experience.
  • 5+ years people management experience.
  • 6+ years of experience in program management, product management, engineering, or technical operations.
  • Experience with AI/ML systems, LLMs, or AI-powered products (e.g., copilots, automation tools, RAG systems).
  • Experience improving autonomous-resolution, self-help, diagnostics, or AI-assisted support workflows.
  • Knowledge of AI evaluation, feedback loops, telemetry, experimentation, and Responsible AI practices.
  • Experience leading AI-driven transformation programs that combine people leadership, operational governance, engineering improvement, and AI adoption.
  • Demonstrated ability to use data, telemetry, and customer signals to identify patterns, prioritize improvements, and measure business impact.
  • Familiarity with agentic AI concepts such as multi-agent orchestration, prompt design, and AI workflows.
  • Experience driving end-to-end delivery of complex, cross-functional initiatives.
  • Understanding of cloud platforms (preferably Azure), support operations, customer escalation patterns, and case quality drivers.
  • Experience using data and metrics to drive decisions and measure impact.
  • Experience working with global, distributed engineering and customer-facing teams.
  • Effective Executive communication skills with the ability to translate operational detail into clear business outcomes, risks, and decisions.
  • Experience managing technical teams and developing engineering talent across distributed locations.
  • Cross-functional leadership skills, including partnership with PM, engineering, product groups, delivery partners, and support organizations.
  • Demonstrated success driving organizational change and transformation programs.

Benefits

  • The typical base pay range for this role across the U.S. is USD $142,800 - $274,800 per year.
  • Different pay range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area.
  • Certain roles may be eligible for benefits and other compensation.
#AI#Customer Experience#Program Management#Engineering#Support
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Company

Microsoft

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

Hybrid

Experience Level

Senior

Locations

Redmond, United States

Qualification

Bachelor, Master

Applicants

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