Overview
Microsoft is redefining Customer Experience through AI‑first, agentic, and autonomous solutions. Within Dynamics 365 Customer Experience AI, we are building next‑generation contact center and service products that transform CRM from a system of record into a system of action.
We are looking for a ****Principal **Group PM Manager ** to lead a team of Product Managers while owning a critical product area within our AI‑powered Contact Center and Customer Service portfolio. This role blends hands‑on product leadership, people management, and cross‑team influence, with accountability for strategy, execution, and customer outcomes.
This is a highly visible role with regular exposure to senior leaders, while remaining grounded in delivery, customer impact, and team development.
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
Product Strategy & Ownership
- Own the end‑to‑end product strategy and roadmap for a defined area within Dynamics 365 Customer Experience AI.
- Translate Microsoft’s AI vision into clear product bets, tradeoffs, and execution plans across copilots, autonomous agents, and service workflows.
- Balance long‑term strategic thinking with pragmatic, high‑quality delivery.
People Leadership & Team Development
- Manage, coach, and grow a team of Product Managers, setting expectations for ownership, impact, and execution excellence.
- Create clarity around charters, success metrics, and decision rights across the team.
- Develop PMs through regular feedback, coaching, and career growth conversations.
- Foster a culture of customer obsession, accountability, collaboration, and learning.
Execution & Cross‑Functional Leadership
- Partner closely with engineering, design, data science, and AI research to ship high‑quality, scalable solutions.
- Lead prioritization, planning, and execution rituals with solid operational discipline.
- Coordinate dependencies and alignment across BizApps, CXA, Copilot Studio, Teams, and platform partners.
Customer & Stakeholder Engagement
- Engage directly with enterprise customers, internal Customer Zero teams, partners, and the field to inform product direction.
- Represent the product area in reviews, demos, and leadership discussions.
- Turn real‑world feedback and telemetry into roadmap refinements and design improvements.
Metrics & Impact
- Own success metrics for the product area, including adoption, usage (DAU/MAU), reliability, and customer satisfaction.
- Use data and qualitative insights to drive prioritization and continuous improvement.
Qualifications
**Required Qualifications: **
Bachelor's Degree AND 10+ years experience in product/service/program management or software development.
- OR equivalent experience.
3+ years people management 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 Cloud background check upon hire/transfer and every two years thereafter.
**Preferred Qualifications: **
- Experience delivering enterprise SaaS or platform products, ideally in Customer Experience, Contact Center, or AI‑powered applications.
- Understanding of AI/ML fundamentals, including Generative AI and agent‑based systems.
- Proven ability to lead through influence and align cross‑functional teams.
- Experience presenting product strategy, tradeoffs, and execution status to senior leadership.
- Experience with Dynamics 365, Microsoft 365, Azure, Teams, or Copilot‑based platforms.
- Familiarity with enterprise security, compliance, and global deployment considerations.
- MBA or advanced degree in business, technology, or a related field.
#BICJobs
Product Management M6 - The typical base pay range for this role across the U.S. is USD $163,000 - $296,400 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 $220,800 - $331,200 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
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.**