Microsoft Corporation Senior Program Manager in Redmond, Washington
Every once in a while, a job comes along with the opportunity to positively affect Azure customer experiences. If you’ve been waiting for that kind of opportunity this may be the job for you. We are part of the Azure engineering organization where we consider great customer support experiences critical to the overall success of Azure.
Regardless of where the customer is in their Azure journey, Azure Customer Experience (CXP) Customer Reliability Engineering (CRE) team has combined a customer-first and engineering minded approach where we strive to design the complete customer experience from end to end. We are a team that loves big opportunities and as part of Azure we consistently innovate and create new solutions to solve some of our most strategic and challenging problems.
As a Senior Program Manager on our team, you will have direct and clear impact on our products and customers. In this role, you will work close with talented engineering team, collaborate with a diverse set of stakeholders across Azure, build relationships with the customer and respective account teams to deliver top-notch results, and have the opportunity to design, deliver, and iterate on special projects within our team. This individual will directly work on our customer communication LiveSite strategy, internal tooling, and processes.
Ideal candidates will have Cloud Computing experience, either development or deep-dive customer support experience, and a track record of successful collaboration with various teams in a technical environment. Working on tight deadlines, able to assimilate to an ever-changing environment, ability to bring ideas from concept to fruition, and program management aptitude are all desirable. Most importantly though, we are looking for someone who can act as the customer’s advocate within Azure to help us cut through the noise to drive the best experience for our customers.
Another aspect of the position is our on-call shifts, where we work with our engineering teams to communicate critical events to respective customers during an outage. This position will require approx. 20% of time on-call to manage urgent customer issues.
The scope of responsibilities includes:
Listening to customers (internal and external) to understand their scenarios and challenges
Develop Livesite roadmap strategy to train and or re-educate service teams around the importance of communication to customers during an outage
Work with partnering teams on initiatives to reduce Time to Notify and Engagement of communications during an outage
Drive product and tool enhancements to drive more efficient processes
Run weekly service outage reviews with internal stakeholder teams to understand the quality of the communications and drive improvements to current tooling
Maintain documentation of onboarding materials or how to’s within the team
Drive operations of new initiatives under the Cross Cloud Communication program.
Measure the success of the product/feature through relevant metrics and KPIs
Report on monthly business reviews
5+ years of project management experience in a cloud environment
5+ years of program management experience in customer facing role
Four Year Degree or equivalent required
The successful candidate must be proactive, self-motivated, and team-oriented
Candidates should demonstrate a track record of customer-first solutions, excellent communication skills, project management, negotiation, and problem-solving skills.
The ability to move between high level customer issues and “roll up the sleeves” type of assistance across all phases of an application development project is a must.
Experience across a mix of communications, business, and /or program management roles
An analytic mind-set with the ability to develop metrics, create reports, interpret results, and make appropriate recommendations.
Strong leadership with customer focus and business /strategic acumen
Analytical background to filter through data to bring insights and errors to make greater impact on business decisions
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
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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