Microsoft Customer Experience Scale Architect - Program Manager 

Taiwan, Taoyuan City 

437488958

• Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years work experience in program management, process improvement, or customer experience strategy
  
  • OR equivalent experience.
• 4+ years of experience independently identifying and implementing scalable process improvements or workflow enhancements, with a track record of self-directed problem-solving and cross-functional influence.
• 4+ years of experience using data analysis or business intelligence tools (e.g., Excel, Power BI, Tableau) to inform strategic decisions, optimize business processes, and drive measurable outcomes across portfolios or customer segments.

Additional or Preferred Qualifications

• Demonstrated executive communication skills, with the ability to craft and deliver concise, high-impact messaging tailored for senior leadership— translating complex strategies into clear narratives that drive alignment and accelerate decision-making.
• Brings strategic data fluency and customer-centric innovation by interpreting customer experience data and telemetry to identify trends, inform decisions, and shape scalable, high-impact solutions grounded in voice-of-customer insights.
• Exhibited change leadership in complex tech environments, with a proven track record of driving transformation across cloud and AI-driven platforms like Azure and M365 Copilot— navigating ambiguity and aligning teams through vision and influence .
• Prior experience leveraging cross-functional influence and global collaboration to align diverse stakeholders—including engineering, marketing, and field teams—toward shared goals, while building relationships across cultures and geographies to ensure program success.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

• Apply technical acumen to drive ideation, planning, and operationalization of Majors business strategies, accelerating Azure and Copilot adoption in alignment with organizational objectives of AI Transformation.
• Establish and nurture field relationships across MCAPs to proactively identify, prioritize, and resolve customer onboarding and adoption challenges, particularly for Azure.
• Demonstrate program value, communicate business impact, and inform decision-making at all levels by leveraging data and performance metrics (including Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs])
• Demonstrate versatility and adaptability in rapidly evolving business and organizational environments, using analytical skills to distill key insights - even from incomplete data - to guide strategy and execution.
• Utilize broad knowledge of consumption and usage trends across Cloud & AI Platforms, AI Business Solutions, and Security businesses to identify opportunities, mitigate risks, and support field teams with programmatic strategies.
• Land and champion Unified & Enhanced Solutions execution in Majors to maximize customer support coverage for a seamless cloud AI transformation.
• Manage programs and deploy strategies to the field teams, advocating for continuous feedback loops to improve programs and motions for better support and results for Major customers.
• Demonstrate executive presence to build confidence and trust with Corp and field teams, collaborating across a variety of customers, partners, and internal stakeholders, utilizing strategic direction from leadership to create and execute plans that shift priorities to new initiatives and influence organizational behavior.
• Collaborate closely with data teams to enhance reporting and insights mechanisms, share progress, report success metrics, and track adoption with the organization and stakeholders.
• Act as an evangelist for a healthy customer from Resiliency and Security perspective by understanding the scale approach, its landing to Major segment, blockers, and feedback into core to improve the programs and motions.

Other:

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