Senior Customer Experience Program Manager

Microsoft•Redmond, WA

About The Position

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.

Requirements

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.
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.

Nice To Haves

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.

Responsibilities

Drive end to end support experience excellence by industry-standard best practices and infusing consistency and rigor across internal and external partners to create sustained impact for our customers.
Serve as the primary interface for developing and implementing a comprehensive delivery excellence framework for Azure customers. This includes designing, optimizing, and standardizing operational processes, selecting and deploying effective tooling, ensuring seamless execution, and maintaining a robust knowledge base.
Drive continuous improvement in operational efficiency leveraging Agentic AI Approach
Monitor the overall health and performance of operational delivery teams to ensure operations meet or exceed defined success measures.
Develop through customer interviews and testing of processes
Build cross functional work across engineering and product groups to drive enhancements in support experience
Lead projects end to end with cross functional work groups
Drive strategic Delivery Excellence reviews with clear actions and owners.
Create documentation such as policies, procedures, workflows and user guides.
Bring visibility to how we deliver support, manage change and communications.
Identify and bridge communication gaps between internal teams and across the Microsoft ecosystem to proactively mitigate risks that could impact operations. This includes collaborating with partners to document and effectively escalate processes, fostering a collaborative environment.
Collaborate with technology teams to develop and implement solutions to proactively identify and resolve potential operational issues before they impact customers.
Lead special projects aimed at improving operational efficiency as well as driving improvements to Azure services.