Senior Product Manager

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 Senior Product Manager, 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.  

Required/minimum qualifications  

• Bachelor's Degree AND 5+ years experience in product/service/program management or software development OR equivalent 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  

• 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 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.