Senior Program Manager Microsoft
Redmond, WA

Job Description

Microsoft 365 is a key part of the company's cloud strategy and overall mission of empowering people and organizations to achieve more. As part of the customer journey to the cloud there are times when they need to reach out to seek help from Microsoft and that's where our team steps in to make sure that the customer support experience is best in class. Our team is responsible for the entire admin and support ecosystem starting from the Microsoft admin portal (https://admin.microsoft.com), support entry point experience, AI driven self-help, support agent tooling, diagnostics and making sure telemetry is readily available to all of engineering to continuously drive product improvements. Our team is full of people who have truly embraced a growth mindset, is not afraid to make mistakes, believes in doing and are obsessed about providing our customers the best support experience possible.

The E+D program management (PM) team is looking for an innovative, collaborative PM capable of owning features and strategies that drive discontinuous change in our customer satisfaction. Key areas of ownership include driving a strong vision for a customer centric support ticket creation & management experience, working with various stakeholder groups such as customers / engineering / partners and design to build a scalable and extensible front end platform, and delivering measurable impact to overall customer satisfaction through a rockstar ticketing system. This is a huge after with lots of room for creativity, exploration and hacking. Our PM teams have expansive charters and very broad influence. If you are looking for high impact, grow a ton, and have fun doing it, you are the right person for the job.

As part of the team you will be expected to collaborate and drive efforts across multiple engineering managers and organizations; success will be through developing breakthrough ideas from start to finish with measurable and positive impact. In addition, you'll need to have both excellence management and people skills paired with technical depth and passions.

Basic Requirements:

* 5+ years of industry experience in Program Management
* Proven track record of going technically deep and delivering cloud scale technologies
* Demonstrated ability to deliver customer facing workflows and products

Additional Requirements:

* Experience with product launches and proven track record of product delivery
* UI design skills, PM mocks
* Customer focus and past experience working with customers (internal or external)
* Ability to negotiate and collaborate across groups to achieve customer success
* Analytical skills to drive data driven decisions
* Drive to continuously learn and build new skills rapidly
* Experience delivering technology products in a growth environment where priorities shift fast

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.

Develop and champion the product vision, roadmap and delivery of a customer centric support experience. Develop and communicate milestones and roadmap to key internal/external stakeholders. Understand and discuss technical concepts and manage trade-offs. Firm sense of accountability and ownership for end-to-end product lifecycle with a demonstrated ability to drive product planning, development, and launch. Work with relevant internal teams to drive go-to-market strategy for new features including documentation, training, demos, and marketing.