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Microsoft Corporation Principal PM Manager in Redmond, Washington

Are you interested in working on one of the most exciting products at Microsoft in a start-up like environment, passionate about exceeding customer expectations and advancing Microsoft's cloud-first strategy? Are you an energetic, customer-obsessed, data-driven & results-driven individual who is guided by vision, can drive change and innovation into how we deliver support to our Azure customers. If so, then the Azure Customer Experience Team are looking for you!

In this role, the successful candidate will partner closely with key support delivery leaders to drive combined strategy & programs focused on transforming how we deliver support to our customers. These programs will be on the leading edge of innovation and will include driving pilots and other experiments that shape ongoing strategy. Balancing strong analytical and technical skills with the ability to influence decision makers within the support delivery and Azure engineering team would be vital to delivering impact & results.

Responsibilities

  • Drive improved customer experience through building & driving combined strategy with support delivery based of ongoing analysis on customer support cases & feedback

  • Going after opportunities including customer responsiveness & resolution times, aligning incident volume forecasting with support engineer capacity, support engineer training & readiness, case backlog, customer survey response rate, support engineer feedback loop & collaboration with engineering, & case closure process

  • Create, manage & execute on operations excellence backlog using established project, program, and process management methodologies

  • Quickly innovate and validate ideas through data delivering pilot programs and experiments

  • Establish closed loop processes inspecting progress & be comfortable holding stakeholders accountable

  • Define and implement effective key performance indicators (KPIs) to measure impact to business

  • Gather and analyze qualitative and quantitative data to identify meaningful actions

  • Design and drive implementation of reporting by interfacing with business, engineering, finance, support delivery, and systems teams to provide actionable insights

  • Report out progress on the combined strategy to executive leadership on monthly basis

Qualifications

  • 8+ years of experience delivering large program and projects working cross-group in a high technology environment

  • Bachelor’s degree or higher in computer science or a related field

  • Experience creating alignment and building stratergy with a broad community of stakeholders including senior leaders

  • Ability to identify patterns and trends in a large ecosystem of data and build the necessary processes and/or automation for stemming the bad trends while fostering the good for a better customer experience

  • Experience using data to surface insights driving prioritization and measuring progress

  • Ability to meet deadlines in a fast-paced environment is required

  • Demonstrated track record of establishing goals & exceeding them

  • Excellent communication, interpersonal, collaboration, and leading without authority skills

  • Ability to collaborate and work with multiple partners and teams

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at https://careers.microsoft.com/us/en/accommodationrequest .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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