Overview
Commercial Engineering & AI (CEAI) partners closely with stakeholders to accelerate the transformation of Microsoft’s commercial business into a frontier organization. We bring together AI‑native engineering, modern platforms, and deep commercial insight to reimagine how work gets done - at scale and with impact. Our mission is to unlock new ways of operating through intelligent systems while creating the conditions for our teams to do the most meaningful work of their careers. If you’re excited to build, experiment, and shape the future of commercial execution with AI at the core, we invite you to apply.
As part of CEAI, the Support Experience Group (SxG) is leading the transformation of Microsoft’s support ecosystem into an AI-first, agent-powered model. We build intelligent platforms and reusable AI agents that diagnose, guide, and resolve customer issues—improving time-to-resolution and enabling engineers to focus on complex, high-value scenarios.
In this role, you will own a portfolio of AI-powered support experiences and agent-based workflows that drive measurable customer and business outcomes at a global scale. As a Product Manager – Builder, you will rapidly transform ideas into prototypes, validate concepts through experimentation, and use data, telemetry, and user feedback to continuously improve product performance. You will work side-by-side with engineering, data science, design, and service delivery teams to accelerate learning, reduce time-to-value, and deliver intelligent systems that become more effective through real-world usage. Success in this role is measured not by features shipped, but by the impact delivered to customers, support operations, and Microsoft's AI-first transformation.
This role offers the opportunity to directly drive the evolution of AI-powered customer support systems at Microsoft. You will work on systems that operate at global scale, deliver measurable customer and business impact, and shape how intelligent agents are applied to real-world support workflows. This is a hands-on, builder-focused role for someone who thrives in ambiguity, thinks like a builder, and leads with data, experimentation, and delivered product outcomes.
If you're excited to build AI-powered systems, lead large-scale transformation, and deliver measurable results, we encourage you to apply.
Responsibilities
Own end-to-end product outcomes from strategy through delivery, ensuring measurable customer and business impact
Define product vision, strategy, and roadmap grounded in customer insights, data, and business priorities
Lead the design and delivery of AI-powered support experiences and agent-based workflows, including autonomous resolution capabilities
Drive product execution across engineering, data, design, and service delivery teams, delivering scalable, high-quality solutions
Lead prioritization, backlog management, and cross-team alignment, focusing teams on the highest-impact work
Use live-site signals, experimentation, and operational KPIs to drive continuous product improvement, owning evaluation metrics and iteration velocity
Rapidly prototype and validate new ideas using AI tools, accelerating learning and reducing time from concept to impact
Qualifications
** Basic / Preferred **
Required/minimum qualifications
Bachelor's Degree AND 5+ years experience in product/service/program management or software development OR equivalent experience.
**Additional or preferred qualifications **
Bachelor's Degree AND 8+ years experience in product/service/program management or software development OR equivalent experience.
2+ years experience taking a product, feature, or experience to market (e.g., design, addressing product market fit, and launch, internal tool/framework).
4+ years experience improving product metrics for a product, feature, or experience in a market (e.g., growing customer base, expanding customer usage, avoiding customer churn).
4+ years experience disrupting a market for a product, feature, or experience (e.g., competitive disruption, taking the place of an established competing product).
Demonstrated ability to take products or systems from concept to real-world usage, validating ideas quickly through prototyping and iteration
Experience using data, live-site signals, and experimentation to drive product improvements and measure impact
Experience working with or strong interest in AI-driven products (e.g., generative AI, LLMs), with the ability to quickly learn and apply new techniques
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.**