Customer Experience Principal Program Manager

Are you excited about working directly with Microsoft customers and partners to ensure success as they move forward with cloud computing? Do you want to be part of a diverse and inclusive engineering team that is looking to get a new service off the ground? If so, keep reading!

Microsoft Azure provides customers with on-demand and infinitely scalable infrastructure and platform for customers to build, host, and scale service applications on the Internet through Microsoft's global data centers. If you are interested in a start-up like environment, passionate about cloud computing technology and driving growth in one of Microsoft's core businesses, then look no further than the Azure Customer Experience Team! We are the Azure Customer Experience (CXP) team - a fast-growing Engineering team of customer obsessed and passionate individuals that drive positive customer outcomes and experiences. FastTrack for Azure (FTA), which sits inside of the CXP organization, is a customer success service to help customers confidently onboard to Azure and getting them on the right track to build it right, architect it right, the first time. FTA takes a solution-centric approach and provides customers with Engineering resources, best practices, tools and resources that drive Azure usage.

The Azure CXP (Customer Experience) team is the product and platform engineering, service delivery, onboarding, and customer success unit in Azure engineering, responsible for deploying and managing customers' mission-critical workloads; providing complete customer care through in-product experiences and platforms and strategic customer support delivery; identifying product opportunities and gaps and then driving innovations and improvements into the product.

Our customers experience Azure as a unified platform and as a result, their experiences throughout their service development lifecycle are defined by the consistency and support of the platform. At Microsoft, we are deeply committed to our customers and Azure CXP's FastTrack engineering team is responsible for ensuring seamless, fast, and reliable adoption of the platform. We are looking to hire a Customer Experience Principal Manager to help drive this critical and highly visible responsibility for Azure Engineering and for our Microsoft cloud customers.

Azure provides customers with an on-demand and infinitely scalable infrastructure and platform for customers to build, host, and scale service applications on the Internet through Microsoft's global data centers. We take a solution-centric approach, providing customers with Microsoft Azure engineers, tools and best practices significantly increasing customer success with Azure. Our goal is to make the customer's journey to the cloud as seamless as possible.

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.

Qualifications:

Required/Minimum Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 6+ years of experience driving high performing teams to design, build, evaluate, support, and continuously improve global programs.

Other Requirements:

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.

Additional or Preferred Qualifications

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 7+ years of experience driving high performing teams to design, build, evaluate, support, and continuously improve global programs.
• Dependable managerial leadership skills, and the ability to forge strong working relationships enabling you to work extremely well across teams and organizations.
• Experience operating within global customer support and success businesses that operate 24/7.
• Excel in fostering networks and displaying interpersonal skills. Ability to build rapport with leaders and personnel of all levels.
• Demonstrate the ability to translate ideas into clear, impactful communications (e.g., emails, papers), while maintaining good judgment and excelling in fast-paced and ambiguous environments.
• Demonstrated expertise in presenting to upper management and leadership teams, effectively communicating complex concepts and project updates to key decision-makers.

Customer Experience Program Mgmt IC5 - The typical base pay range for this role across the U.S. is USD $133,600 - $256,800 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 $173,200 - $282,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

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 .

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

#AzCXP #AzureFastTrack

Responsibilities:

As a Principal Program Manager within the FastTrack for Azure (FTA) team, your role encompasses a diverse range of responsibilities. You will serve as a driver of tooling alignment, continuous process improvement, project retrospectives, and quality within FTA. To succeed, you will collaborate with our engineers, program managers, and cross functional teams, to identify improvement opportunities, focusing on streamlining processes and utilizing problem-solving methodologies to identify solutions. Leveraging the expertise of internal PMs and engineers, you will play a vital role in maintaining a top-quality customer experience by mining program and product feedback and actioning on it. You will partner with our cross-functional teams to share best practices and work on projects aligned with shared goals to uphold FTA's core principles while promoting the adoptability of Azure. Finally, you will actively contribute to removing siloes between teams and accelerating the standardization of processes and creating cohesive and efficient operations. Overall, you will be contributing to a team committed to driving the success and growth of the FTA team and Azure platform.

Core Responsibilities:

Identify improvement opportunities : Collaborate with tooling, support, and engineering teams to identify requirements, areas for process optimization and efficiency enhancements, driving continuous improvement initiatives.

Facilitate cross-functional collaboration: Foster collaboration and communication among team members, stakeholders, and cross-functional teams to ensure alignment, effective problem-solving, and successful project execution.

Drive engineering and operational excellence: Establish and enforce best practices, standards, and methodologies to improve operational efficiency, quality, and delivery, while ensuring adherence to timelines and budgets.

Conduct business analysis: Analyze business requirements, evaluate technical solutions, and make data-driven recommendations to drive strategic decision-making and improve business outcomes.

Culture and Team Development: Foster a positive and inclusive team culture by promoting collaboration, continuous learning, and professional growth. Provide guidance and support to team members, encouraging their development, and creating an environment that values diversity, innovation, and open communication.