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 support issues thereby improving time-to-resolution and enabling engineers to focus on complex, high-value scenarios.
In this role, you will own and deliver a portfolio of AI-powered support experiences and agent-based workflows that improve customer outcomes and deliver on self-help success at a global scale. You won’t just write specs, you’ll prototype, experiment, and drive outcomes in close partnership with engineering, data, design, and service delivery teams. You’ll build intelligent systems that continuously learn and improve through real-world usage, leveraging experimentation and AI-assisted workflows to accelerate iteration in improving customer outcomes in support.
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
Drive go-to-market, readiness, and change management, partnering across stakeholder teams to land new agent capabilities and accelerate adoption
Communicate strategy, trade-offs, and results to cross-org stakeholders, building alignment and influence across organizational boundaries
Champion Responsible AI principles, ensuring agent-based experiences are safe, grounded, transparent, and compliant with Microsoft's AI standards, privacy, and security requirements
Qualifications
Required/minimum qualifications
Bachelor's Degree AND 5+ years experience in product/service/program management or software development OR equivalent experience.
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).
Experience taking 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
Communication and stakeholder-management skills, with a track record of influencing cross-functional teams without direct authority.
Product Management IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $160,200 - $261,000 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
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.
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