Supportability Program Manager

Microsoft • Redmond, WA

2d

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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.
As a Senior Supportability Program Manager, you will be pivotal to anticipate, understand, and solve product or support issues and drive a great Microsoft customer support experience.
In this role, you will support Developer Azure Services (DAS), which encompasses a broad portfolio of Azure offerings that enable developers to build, deploy, operate, and scale applications across the full application lifecycle.
You will partner closely with Microsoft Technical Support key stakeholders and product experts 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 technical expertise regarding Microsoft products. You will develop deep technology and industry knowledge and become adept at designing the Microsoft technical support experience.
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.

Requirements

• Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ 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 5+ 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 8+ 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).
• Strong track record of collaboration and shared outcomes in a global business environment.
• Project Management skills to lead global teams on strategic initiatives.
• Familiarity with Azure services that support developer workflows, including building, deploying, and managing cloud‑based applications.
• Strong Knowledge of using Data Visualization tools such as Power BI to generate business views.
• 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.

Responsibilities

• Drive supportability readiness and customer experience improvements across Developer Azure Services (DAS), supporting Azure services used by developers to build, deploy, and manage cloud‑native applications.
• Identification and Prioritization: Identify patterns in data sources, incorporate new data and prioritize issues and risks for complex products and collaborate with delivery teams to identify issues and act as an evangelist for solutions.
• Review feature areas, assess risk, and propose resolutions for user or product experience.
• Presenting Issues and Risks: Use a data-driven approach to communicate customer stories to various audiences and serve as a point of contact and trusted advisor to product groups.
• Mitigation Management: Anticipate issues, implement mitigation solutions, and measure impact on customer experience and collaborate with engineering on customer issues and support executive escalations.
• Opportunities: Analyze customer experience and identify growth opportunities.
• Find efficiencies between related products and technologies.
• Data and Taxonomy: Identify new and innovative ways to analyze and display product related data & trends and serve as data steward across product lines to ensure consistency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees