Customer Experience Program Manager II

We are seeking a dynamic and experienced Customer Experience Program Manager II (CPMII) to join the Copilot Agents+Platform Ecosystem (CAPE) team in the Redmond, WA area. The successful candidate will help us deliver world class Copilot extensibility showcase solutions at leading enterprise customers through scenario development, solution envisioning, architecture, build and value realisation of Copilot agents and extensibility-based solutions.

• Customer Engagement: Qualify, develop and maintain relationships with a portfolio of enterprise customers, understanding their business needs, objectives and implementation challenges to unblock the adoption of Copilot agents and extensibility.
• Strategic Envisioning: Through regular product briefings, roadmap sessions, discovery and envisioning activities land the value and opportunity of agents and extensibility, helping inform customer strategy to maximise value realisation.
• Program Management: Lead and manage customer engagements focused on the development, deployment and integration of Copilot agents, ensuring projects are meet business needs.
• Technical Engagement: As a subject matter expert for Copilot extensibility, provide deep technical guidance, solutioning and assistance to customers, helping them to leverage Copilot agents and extensibility through the entire lifecycle from scenario discovery to build and implementation.
• Feedback and Improvement: Gather customer feedback and work closely with the product and engineering teams to triage, prioritize and drive continuous improvement in Copilot solutions.
• Reporting and Analytics: Monitor and report on the adoption and performance of Copilot agents, providing insights and recommendations to both customers and engineering stakeholders.
• Collaboration: Work collaboratively with internal teams, including sales, marketing, and engineering, to align customer needs with product development and go-to-market strategies.

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in program management, solution architecture, consulting or technical strategy OR equivalent experience.
• 2+ years experience in a customer-facing role.
• Experienced with AI architecture and agent models for extensibility, such as UI customization, orchestrator or BYO foundational models/LLMs.
• Experienced writing AI agent instructions and the ability to fine-tune them (by developing evaluations and test cases) to help customers improve response quality and consistency.
• Experienced proposing tech architecture and design based on customer/scenario requirements. Ability to develop a prototype to demonstrate the value of AI agents and extensibility.

• 401k matching
• Health insurance
• Flight privileges
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect

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