Principal Supportability Program Manager
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With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
Giving guidance as to the technical architecture needs of the support tools that our A&I engineers leverage requires a deeply experienced engineering expert - someone who has built the systems, led the teams, shipped the software - and can translate our Support Engineers needs into high quality requirements that we can give to our engineering partners who own the development of the tools.
As a Principal Supportability Program Manager, you will be pivotal to anticipate, understand, and solve complex product or support issues and drive a great Microsoft customer support experience. You will partner closely with Microsoft Technical Support key stakeholders and development teams across the company to identify opportunities to improve Microsoft products and envision self-serve capabilities, diagnostic tools and automation capabilities. This opportunity will allow you to accelerate your career growth and hone your deep technical expertise regarding Microsoft products and become a technical leader within Microsoft. You will develop deep technology and industry knowledge and become adept at designing the Microsoft technical support experience.
This role is flexible in that you can work up to 100% from home.
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 Qualifications:
Other Requirments:
The 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
Supportability IC6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
Microsoft will accept applications for the role until October 23, 2024.
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.
#CES #CSS #AppsInfra #AzureCore
Responsibilities
Other
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
Giving guidance as to the technical architecture needs of the support tools that our A&I engineers leverage requires a deeply experienced engineering expert - someone who has built the systems, led the teams, shipped the software - and can translate our Support Engineers needs into high quality requirements that we can give to our engineering partners who own the development of the tools.
As a Principal Supportability Program Manager, you will be pivotal to anticipate, understand, and solve complex product or support issues and drive a great Microsoft customer support experience. You will partner closely with Microsoft Technical Support key stakeholders and development teams across the company to identify opportunities to improve Microsoft products and envision self-serve capabilities, diagnostic tools and automation capabilities. This opportunity will allow you to accelerate your career growth and hone your deep technical expertise regarding Microsoft products and become a technical leader within Microsoft. You will develop deep technology and industry knowledge and become adept at designing the Microsoft technical support experience.
This role is flexible in that you can work up to 100% from home.
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 Qualifications:
- 12+ years of related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
- OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 10+ years of related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
- OR Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 8+ years of related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).
- 10+ years of experience in leading software development engineers as technical lead or as a manager, driving complex projects to successful completion.
Other Requirments:
The 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
- 15+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis
- OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 15+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
- OR Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 12+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).
- 12+ years of experience in leading software development engineers as technical lead or as a manager, driving complex projects to successful completion.
Supportability IC6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
Microsoft will accept applications for the role until October 23, 2024.
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.
#CES #CSS #AppsInfra #AzureCore
Responsibilities
- Coordinate technical architecture investments and detailed product execution plans with products and services to allow the support organization to scale efficiently and operate smoothly.
- Collaborate directly with products to communicate support challenges and jointly develop product investments that combine human, system, and tool interactions for a competitive advantage and significant customer impact on system interactions.
- Utilize extensive software design knowledge and operational experience to address crucial gaps through meticulous execution planning, supporting secure and robust adherence to scalable design principles. Enable predictable execution by prioritizing features directly with service groups.
- Identification and Prioritization: Identify patterns in data sources, incorporate new data, and prioritize issues and risks for complex or strategic products and leverage external information (e.g., web, blogs, telemetry) to validate and synthesize data into action and analyze feedback data and recommend risk mitigation strategies.
- Presenting Issues and Risks: Use data-driven approaches to communicate customer stories and risks and act as a trusted advisor to the product group for highly complex, new, and/or strategic products.
- Mitigation Management: Anticipate issues, assess impact, and implement mitigation options and partner with product groups and engineering teams for innovative automation solutions; address broader strategic issues and create mitigation strategies and champion customer experiences and support executive escalations.
- Opportunities: Champion new opportunities with engineering and delivery teams and provide expertise in analyzing customer and delivery team experiences.
- Create sponsorship opportunities and review competitor experiences.
- Data and Taxonomy: Innovatively analyze data and identify trends and provide guidance and mentorship on data usage.
- Review data for anomalies and ensure consistent data stewardship across product lines.
- Strategic Alignment and Goals: Contribute to identifying and developing strategic alignment and goals.
Other
- Embody our culture and values .
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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