Senior Product Manager

Job Description

Microsoft is looking for a Senior Product Manager to help lead the transformation of customer support into an AI-first, agent-powered experience. This role sits inside the Support Experience Group (SxG), part of Microsoft's Commercial Engineering & AI (CEAI) organization, where teams are building intelligent platforms and reusable AI agents that diagnose, guide, and resolve customer issues at global scale.

You'll own a portfolio of AI-powered support experiences and agent-based workflows, working hands-on with engineering, data, design, and service delivery teams to move fast from idea to measurable customer impact. This isn't a spec-writing role — you'll prototype, experiment, and iterate constantly, using real-world usage data to make the product smarter over time.

What You'll Do

• Own end-to-end product outcomes — from strategy to delivery — for a portfolio of AI agent experiences that improve support resolution.
• Set the product vision, roadmap, and priorities based on customer signals, business goals, and live-site data.
• Lead design and delivery of autonomous resolution capabilities alongside engineering, data science, and design partners.
• Use experimentation and operational KPIs to continuously improve products already in production.
• Rapidly prototype new ideas with AI tools to shrink the distance between concept and real customer impact.
• Drive go-to-market and change management work so new agent capabilities actually get adopted, not just shipped.
• Champion Responsible AI — making sure every agent-based experience is safe, transparent, and compliant with Microsoft's AI, privacy, and security standards.

What You'll Need

• Bachelor's degree plus 5+ years of experience in product, program, or software development — or equivalent experience.
• Comfort working in ambiguity, with a genuine bias toward building and testing rather than just planning.
• Ability to pass Microsoft's Cloud Background Check (required for this role, renewed every two years).

Nice to Have

• A track record of taking a product from 0-to-1 — concept, design, launch, and iteration.
• Experience improving product metrics like adoption, retention, or churn for an existing product.
• Direct experience with generative AI or LLM-powered products, or a fast learning curve for new AI techniques.
• Strong stakeholder communication — the ability to move engineers, designers, and executives toward the same decision without formal authority over any of them.

Compensation & Level

This position is leveled as Product Management IC4. The typical U.S. base pay range is $119,800–$234,700 per year, with a higher band of $160,200–$261,000 for the San Francisco Bay Area and New York City metro. Actual pay depends on experience, skills, and location. Certain roles may also qualify for additional benefits and compensation.

Why This Role Matters

Support is one of the highest-volume, highest-friction touchpoints between Microsoft and its customers — and one of the clearest places where AI can measurably change the customer experience, rather than just adding a chatbot on top of it. This team is rebuilding that experience from the ground up, and as Senior Product Manager, you'll have direct ownership over how millions of support interactions get resolved faster and with less human effort spent on repetitive work. If you like turning ambiguous, high-stakes problems into shipped products used at massive scale, this is that kind of role.

This role is based in Redmond, Washington, with an expectation of three days a week in the office. Occasional travel (under 25%) may be required.