Senior Customer Experience Program Manager

Are you a customer-obsessed, process-driven problem-solver who thrives in an inclusive, collaborative global team? The Engineering Operations team’s mission is to transform Microsoft Cloud customers into fans by ensuring the highest standards of operational excellence. Through our deep engagements with customers and teams across Microsoft, we analyze and optimize operational processes to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. 

We’re on a mission to make support experiences frictionless – by making it easy for customers to receive the support they need, when and how they need it, throughout their Azure lifecycle. Azure Engineering Direct (AED) pioneers transformational support to expedite Azure adoption and value realization.  Advanced Cloud Engineers (ACEs) walk with our AED customers on their Azure journey, so we meet them where they are and help them the way they want to be helped. Ensuring the success of ACEs is critical to AED. With over 300+ (and growing) ACEs across 3 continents, they are what makes AED a success and ensure that our customer’s Azure journey is frictionless. Thanks to the support ACEs provide - AED has grown very rapidly these last 18 months. They have overseen exponential growth of AED customers Azure Consumed Revenue (ACR) and we’re only just getting started. 

The AED Senior Product Manager - Delivery Excellence owns driving excellence in building world class support delivery processes, tools and framework. As the PM responsible for ACE success, you will oversee the design, build and successful adoption of processes and tools, ensuring that our customers are driving toward ever-increasing Azure adoption with ease. You will not only enable AED operational efficiency but also bring visibility to how ACEs deliver support, manage changes and communicate with our customers. Your ability to partner with stakeholders to identify and define success measures and ensure compliance with the AED customer experience journey is important; caring deeply about the lived experiences of ACEs, and ultimately our Azure customers is critical. 

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience. 

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.

• Master'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 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.

• Proficient with Cloud technologies, preferably Azure.

• Proven experience building and/or delivering support, or customer engineering programs at scale.

• Experience working with global teams across geographies and organizational boundaries in a fast-paced environment.

• Knowledge of and the ability to carry out the process of planning, organizing, and managing tasks and resources to accomplish a well-defined objective.

• Knowledge of different types of measurable indicators and success metrics, which includes an understanding of how indicators can be used to demonstrate the achievement of outcomes, outputs, goals, or objectives.

• ITIL/ITSM or MOF certification.