Principal PM Manager - Identity & Access Managment (Customer Experience & Support)

Are you passionate about providing World Class Quality Customer experience and help Microsoft customers to achieve more? Are you also passionate about leading and helping people achieve more? Come join the Identity & Network Access Customer Direct team!
The Identity & Network Access Organization (IDNA), a part of Microsoft's Security, Compliance, Identity, and Management Division, is building, deploying, and running the Azure Active Directory and Network Access suite of Cloud and Enterprise Mobility Services to enable a set of durable and secure Identity Provider capabilities for Microsoft's customers and partners. We are looking for an experienced and highly motivated product manager to lead a team to transform customer experience through breakthrough experiences in Community, Chat, and other customer support experiences.
As a lead, you will model team behaviors, coach your team members to transform customer experience, and support their career growth. Your ability to foster a supportive and inclusive team culture where employees care about each other, are customer obsessed, data driven and help each other succeed by modeling these behaviors will be key to your success.
A successful candidate for this role obsesses about customer care experience, technology, and building transformative customer experience while leading diverse teams. Along the way, you have learned how to negotiate, manage through critical situations, and developed strong communication skills to establish priorities, all while growing and leading teams. You are comfortable with ambiguity, rapid changes, tight deadlines and thrive on making data driven decisions.
The Microsoft Identity team is a fun, inclusive community committed to working closely with customers and each other. We pride ourselves on building strong relationships with our customers so we can deeply understand their requirements and deliver solutions that satisfy their needs and exceed their expectations. We build these same relationships within our team and are looking for people who are eager to collaborate.
If that sounds like the right environment for you, please join us!
#IdentityJobs
#MSFTSecurityResponsibilities

• Lead a team of Product Managers and customer engineers delivering customer care experience.
• Create a high performing team culture that values diversity, individual growth, and continuous learning
• Provide thought leadership and strategic contributions to shape customer care experience
• Engage deeply across Customer Service and Support organization and engineering teams to shape direction of Care Direct programs.
• Work with various engineering teams to enable desired customer experience supported through tools
• Proactively monitor and enable your team to support technically complex and critical issues in a 24x7x365 global team environment
• Periodically adjust working hours according to business needs, including weekends, and participation in on-call rotations.
• Develop insights and key learnings on customer usage challenges to drive product improvements
• Identify and drive organizational wide program improvements
• Recognize customer's operational and support trends, share insights and recommendations to engineering, customers, and account team to prevent repetition of similar issues.

QualificationsRequired Qualifications:

• 10+ years of direct customer engagement experience, either in an engineering role with a strong customer focus, or a field role with a strong technical focus
• 3+ Years of experience as a People Manager
• 2+ Years of experience of designing and leading digital support experiences in a Product or Program Management role

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