Senior Technical AI PMM, Customer Experience

Overview

AI is revolutionizing how organizations operate, and Microsoft is leading the charge—empowering every person with Copilot and transforming every business process with intelligent agents. Agentic Customer Experience is one of the most critical and high-impact areas where AI can reimagine engagement, personalization, and satisfaction across the entire customer journey.

We are seeking a Senior Technical Product Marketing Manager to shape the next generation of agentic customer experience across Dynamics 365 Sales, Customer Service, and increasing agents that work across CRM platforms.

In this role, you will define the technical product narrative, reliability frameworks, learning-loop differentiation, and custom agent patterns that power Microsoft's vision for agentic customer experience. You will work closely with engineering and early customers to understand how agents behave in real workflows - and translate that depth into clear, compelling assets and product stories that build trust and accelerate adoption.

This is a new, technical-forward PMM role for someone who understands how AI agents think, act, and improve, and can turn that understanding into clarity for customers and internal teams.

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 the Technical Narrative & Continuous Improvement Story

• Define and articulate how AI agents in Sales and Service reason, take action, stay grounded, and improve their performance over time through continuous learning
• Translate engineering concepts - signals, grounding, trust, and continuous improvement into clear narratives for both technical and business audiences.
• Demonstrate how Dynamics 365 and Microsoft 365 create compounding improvements that differentiate Microsoft's approach to agentic customer experience.

Establish Agent Evaluation, Reliability & Trust Frameworks

• Develop frameworks and IT guidance for evaluating agent reliability, safety, grounding, and expected behavior in real CRM workflows.
• Identify and communicate the highest-impact customer scenarios where trust and reliability matter most.
• Contribute to technical competitive differentiation by analyzing emerging AI agent patterns, evaluation methods, and market expectations for reliable action-taking in CRM workflows.

Create Patterns & Blueprints for Custom Agents

• Build reference architectures, best practices, and design patterns for customers creating custom agents across Sales and Service.
• Partner with early customer deployments to observe agent behavior in real workflows and convert insights into product guidance and messaging.
• Craft adoption insights that guide how customers successfully deploy agentic workflows, informing the content and guidance that other PMMs and field teams scale.

Qualifications

Required/minimum qualifications

• Master's Degree in in Marketing, Computer Science, Business or related field AND 3+ years experience in business OR Bachelor's Degree in Marketing, Computer Science, Business or related field AND 5+ years experience in business
• OR equivalent experience.

Additional or preferred qualifications

• Master's Degree in Marketing, Computer Science, Business or related field AND 6+ years experience in business OR Bachelor's Degree in Marketing, Computer Science, Business or related field AND 8+ years experience in business
• OR equivalent experience.
• 5+ years of experience in technical product marketing, product management, AI/ML, SaaS, or related fields.
• Experience with AI-driven automation — including how agents are grounded, how they execute tasks, and what's required to make them reliable in enterprise scenarios.
• Ability to translate technical depth into clear, compelling product narratives for both technical and business audiences.
• High customer fluency and empathy, and ability to understand real-world workflows, pain points, and agent behavior.
• Exceptional written and verbal communication skills.
• Ability to thrive in a fast-paced, highly technical, and cross-functional environment.
• Hands-on experience building, prototyping, or deploying AI agents or workflow automations.
• Experience with CRM platforms (Dynamics 365, Salesforce, or similar).
• Familiarity with agent evaluation frameworks, reliability metrics, or continuous improvement systems.
• Background in Customer Experience (CX), workflow automation, or developer tools a plus.

Product Marketing IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process.