Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Join the Experience Innovation Office (XIO) and lead the charge in redefining the future of customer experience. As a Technical Solution Manager, you will serve as the AI-First Experience Solution Lead, bridging the gap between cutting-edge AI innovation and real-world frontline operations. You will be the architect of a future-state vision where AI doesn't just assist but fundamentally transforms how our customer success organization deliver world-class service.

Team Purpose
Our team is the engine of operational strategy for Customer Experience & Support (CE&S). We connect high-level business strategy to technical execution, ensuring our frontline tools and surfaces are optimized for the AI era. In this role, you aren’t just deploying software; you are designing the future of work for thousands of global professionals.

As the AI-First Experience Program Lead, you will establish and articulate a compelling future-state vision for how AI can transform the workflows, tools, and surfaces used by our front-line teams. You’ll oversee the development and execution of technical roadmaps that infuse AI-powered capabilities into daily operations, driving improvements in efficiency, accuracy, and overall effectiveness.

This opportunity will allow you to:
• Accelerate your career growth at the intersection of AI, product management, and customer experience.
• Develop deep business acumen and technical expertise in AI transformation.
• Hone your skills in program and product management, UX research, and cross-functional leadership.
• Work flexibly, with opportunities for remote collaboration and partial work-from-home arrangements.

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.

Responsibilities

Key Responsibilities

Vision & Roadmap: Define and articulate a compelling technical roadmap that infuses AI-powered capabilities into the daily workflows of our frontline teams.

Solution Architecture & Design: Develop and oversee technical architectures that are scalable, maintainable, and aligned with business goals.

Solution Orchestration: Oversee the end-to-end delivery of technical initiatives, ensuring that AI tools are scalable, intuitive, and high impact.

Technical Leadership: Lead technical teams (engineers, consultants) and provide hands-on credibility to guide design decisions, minimizing technical debt.

Stakeholder & Vendor Management: Serve as the primary technical interface with business stakeholders, engineering partners, and vendor resources to define requirements and deliver solutions.

Change & Adoption Leadership: Beyond the "go-live," you own the adoption strategy. You will analyse user impact, lead change management efforts, and ensure our teams are ready and eager to embrace AI-driven workflows.

Strategic Optimization: Continuously assess system performance and user feedback to iterate on our AI strategy, ensuring we remain at the forefront of customer engagement technology.

Qualifications

Required/Minimum Qualifications (RQs/MQs)

Bachelor’s degree in software engineering, system architecture (cloud platforms, AI Development frameworks, Data engineering), product/technical program management OR equivalent experience.

Program Leadership: Strong background in leading complex, cross-functional technical programs from concept to live production at scale.

Change Management: Experience in driving user adoption and operational readiness for large-scale technology transformations.

Technical Architecture: Experience designing and deploying scalable, reliable systems and services powered by modern AI infrastructure.

Additional or Preferred Qualifications (PQs)

Hands-on Development Expertise: Proven experience in full-stack development (e.g., JavaScript/TypeScript, Python, C#, or .NET) and hands-on AI solution development.

AI/ML Integration: Demonstrated ability to build or integrate AI-powered features, including working with Large Language Models (LLMs), prompt engineering, and RAG architectures.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Technical Solution Manager (AI-First Experience)

Job Description