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Are you a customer-obsessed, AI-First product builder who thrives in transforming Customer Experience processes in Enterprises? 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 Experience Applications team is on a mission to transform the way our customers serve their customers using AI First Customer 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 the Business and Industry Copilot (BIC) organization, our AI First Customer Service Applications are a high growth and critical market segment for Microsoft. Our team builds the applications and Copilots in D365 Customer Service and D365 Contact Center, 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 representatives 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 BIC we have consistently innovated and created new solutions to solve some of our most challenging 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 Product Manager (PM) to join our team. Every day, our customers stake their business and reputation on cloud. You will join BIC’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 Product Manager 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 work with senior leadership across the BIC organization and, where applicable, drive alignment and impact across Microsoft’s organizational boundaries.

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

• Leading a product vision, roadmap and strategy to use generative AI to identify process steps to automate and powera self-learning contact center and build new customer service application experiences

• Working with BIC executive leadership and VIP customers to create and maintain strategic alignment

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

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

• Partnering with data science teams to deliver leading AI capabilities and incorporate key insights

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

• Driving a culture of quality, innovation, collaboration, and teamwork, and embody our Culture  (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture)  

Qualifications

#BIC

Required/Minimum Qualifications

• Bachelor’s Degree AND 8+ years experience in product/service/project/program management or software development

• OR equivalent experience.

   

Other Requirements:

• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check:This position will be required to pass the Microsoft background and Microsoft Cloud background check upon hire/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.

• experience in presenting to and managing product status with senior executives and customers

• Experience with contact center and communication channels (voice, digital) applications, data analytics, AI, LLMs, and related technologies

   

Product Management IC5 - 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 October 16, 2024.

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) .