Principal Product Manager - Identity Customer Experience

Do you want to join a dynamic team that is passionate about providing World Class Quality Customer experience and help Microsoft customers to achieve more? Come join the Identity & Network Access Customer Quality Experience (CQE) PM Team!
The Identity & Network Access Organization (IDNA), a part of Microsoft's Security, Compliance, Identity, and Management (SCIM) 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 P roduct M anager to own the strategic initiatives and accelerate the investments in product quality and customer quality communications
In this role you will understand the customer's journey and will be focused on reducing customer perceived pain level that may arise with service disruptions. You will be responsible for the management of the non-incident communications planning and execution including deprecations, service changes, customer adoption messages. You will also be part of the team that will collaborate and empower IDNA engineering teams with insights to improve customer perceived quality of products and features. You will collaborate with cross functional teams t hat focus on bringing an "outside-in" perspective and measure for quality and fundamentals that is representative of the customers lived experiences. As you learn, you will apply an engineering approach to defining processes, analyze data, and identify new requirements to exceed customer satisfaction goals. Along the way, you have learned how to negotiate, manage through critical situations, and developed strong communication skills to establish priorities.Responsibilities

• Engage deeply with Customers and the Engineering team to drive change, identify gaps, and synthesize feedback to recommend communication strategies and escalation management capabilities.
• Drive strategic experimentations around Customer Quality Experiences
• Drive Executive presentations to drive Product Quality improvements.
• Navigate ambiguous problem-spaces, build consensus through data-driven decisions, influence, and networking.

Qualifications Required Qualifications:

• 10+ years of related product management experience

• Experience with cross-organizational / cross-group development spanning multiple organizational structures.
• Experience with cloud management (Azure/AWS/GCP)

Preferred Qualifications:

• Deep passion for satisfying customer needs and achieving high user and business partner satisfaction through a detailed understanding of user scenarios
• Experience with large scale service monitoring and/or service reliability engineering is a big plus
• Experience with delivering programs/projects with diverse engineering / division / geographies
• Excellence in strategic thinking, leadership, communication, interpersonal skills and ability to influence without authority.
• Outstanding problem-solving skills and passion to solve hard problems

• Demonstrated ability to learn new technologies quickly
• Strong Teamwork and Collaboration Skills
• A high tolerance for ambiguity and change.
• Bachelor's degree in Computer Science, Mathematics, or related sciences is preferred

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.
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