Principal Technical Program Manager

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption and strengthen loyalty, driving growth that outpaces the market.

The Customer & Commercial Success (CCS) organization, an organization within MCAPS-Core, is the connected engine that turns Microsoft’s commercial strategy into execution at scale — making it simpler and faster for the field to win for every customer, in every segment, region, and role. The organization brings together planning, landing, execution excellence, services portfolio and delivery, and field activation across ATU, STU, and CSU to accelerate customer value, drive growth, and strengthen the end-to-end experience across every customer moment.

We are looking for a Principal Technical Program Manager to connect enterprise customer needs, field insights, and engineering execution across Microsoft's security portfolio. You will lead cross-functional programs that remove adoption barriers and improve product usability and deployment readiness. Through technical judgment, trusted evidence, and clear accountability, you will turn recurring customer friction into scalable improvements with measurable customer and business outcomes.

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.

Responsibilities

Own cross-organizational programs. Define strategy, scope, success measures, roadmaps, milestones, dependencies, and decision rights for programs that improve customer experience, deployment readiness, and adoption. Lead delivery across engineering, field, support, and business stakeholders.

Establish the customer problem. Translate customer needs and technical evidence into actionable problem statements and acceptance criteria. Separate product gaps from configuration issues, infrastructure dependencies, unclear requirements, and process failures before selecting a solution.

Influence product direction. Partner with product and engineering teams to consolidate recurring customer blockers into prioritized improvements in usability, reliability, and operational readiness. Frame leadership discussions around systemic themes and tradeoffs, not lists of individual requests.

Drive resolution and accountability. Establish clear ownership, manage risks and dependencies, and maintain an effective escalation path. Keep commitments distinct from investigations and roadmap proposals; close the loop through documented delivery evidence and customer validation.

Build trusted decision systems. Use operational data, SQL, telemetry, and reporting tools to establish a shared source of truth. Define consistent metrics and status semantics so stakeholders can distinguish current capability, delivery progress, and future plans.

Create scalable operating mechanisms. Develop repeatable intake, prioritization, engineering handoff, readiness review, and customer feedback processes. Replace fragmented workflows and undocumented knowledge with durable playbooks, service definitions, and clear accountability.