With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Microsoft CSS is one of the largest customer service organizations in the world, comprising tens of thousands of agents assisting more than one billion customers worldwide across voice calls, emails, and live chats.

The Technology, Strategy & Innovation (TSI) team is looking for a Principal Technical Product Manager - Support AI to help drive the Dynamics 365 Customer Service roadmap and design and implement core capabilities to achieve our mission to transform Microsoft Support to an AI-powered global service and support workforce. This role requires strong leadership, strategic thinking, and exceptional communication skills to drive innovation and complex programs forward in a dynamic and fast-paced environment.

This role is flexible in that you can work up to 100% from home.

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.