Technical Program Manager - Cloud & AI Platform

Microsoft

2d•Remote

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. With over 17,000 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. In the Customer Success team, we are looking for people with a passion for delivering customer success. As a Technical Program Manager, you will enable customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your delivery leadership and subject matter expertise, you will help customers get value from their Azure investments. Microsoft aspires to help our customers transform their business and operations with AI solutions built on Azure. Azure is the most comprehensive, innovative, and flexible cloud platform today and Microsoft is hiring professionals that will drive customer cloud adoption for AI Innovation within the most important companies in the market. This role is flexible in that you can work up to 100% from home other than required travel for customer, employee, business meetings as needed. 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. 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

Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
2+ years of experience managing cross-functional and/or cross-team projects.

Nice To Haves

Bachelor's Degree AND 8+ years experience engineering, product/technical program management, data analysis, or product development OR equivalent experience.
6+ years of experience managing cross-functional and/or cross-team projects.
1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).
Depth of knowledge and experience in Cloud Platforms & AI Solution Plays (Secure Migration and Modernization, Unify your Data, Innovate with Azure AI & Agents) and the broader Partner ecosystem
5+ years experience working in a customer-facing role (e.g., internal and/or external)
5+ years experience in delivery of projects, delivery strategy, or delivery management functions.
Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications)
Understanding of the SME&C market and its unique challenges and opportunities.
Proficient communication and interpersonal skills.
Ability to work independently and collaboratively in a fast-paced, global environment.
Proficiency in data analytics tools and software.
Proficient problem-solving skills and attention to detail.

Responsibilities

As a Technical Program Manager for the Cloud and AI Platform (CAIP), you will drive the landing, messaging, feedback loop, and progress toward KPIs for the strategic priorities of the Customer Success Unit across all Azure Cloud and AI solution plays.
You will collaborate with other Technical Program Managers in WW Customer Success, Global Business Leaders to enable landing, Engineering, Marketing, Partner, and Delivery teams within Microsoft to align the delivery motions and execution guidance for Azure Cloud and AI solutions.
You will be responsible for providing meaningful data insights, actionable reporting to enable rapid response by the field teams and our own internal Customer Success teams.
You will drive stakeholder and management system responsibility for alignment with the Global Partner Solutions (GPS) team for end to end CAIP alignment
You will partner with Solution Play aligned Business and Technical Program Managers in Global Customer Success to provide insights uncovered through existing reports, automation of data aggregation and through experimentation by utilizing Agentic AI to accelerate the continuous feedback loop between our teams and the field teams.
You will gather learnings and actionable insights from planning decisions to inform any mid-year or next year course corrections
You will lead our business analysis efforts to surface actionable Insights that enable delivery acceleration while utilizing Microsoft Copilot, PowerBI and PowerApp to optimize / streamline and accelerate.
You will be responsible for effective management of stakeholders across Field & Corp Customer Success, Sales, Engineering, Partner, and Marketing teams with the objective of driving the target outcomes in collaboration with them and their teams.
You will foster a continuous self-learning culture and drive technical intensity, to enable customers to realize desired business outcomes, including innovation. Model impactful community engagement, sharing learnings and best practices, and coach inclusivity. You will role model and champion the values of diversity and inclusion, coaching and learning from others, and customer-obsessed execution with strong cross-group collaboration and teamwork.
Drive business execution rhythm with key CAIP stakeholders, specifically Global Partner Solutions (GPS)
Act as a liaison between global and regional teams to ensure alignment and effective communication, including effective adoption of our readiness and enablement efforts
Provide regular updates and presentations to senior leadership on the performance, impact and health of CSU delivery for the CAIP.
Identify / create standardized mechanisms for tracking results of all Customer Success KPIs (Key Performance Indicators) with a depth and insightful understanding for anomalies across regions while leveraging key AI Agent tools to eliminate repetitive tasks to drive role optimization.
Stream line processes for internal Customer Success teams, the field teams and Partners
Work closely with cross-functional teams to standardize processes and best practices through a closed loop process
Monitor and analyze performance metrics to ensure scalability and sustainability of business operations.
Stay up to date with industry trends and best practices to share across the globe for all of CAIP.
Proactively identify and implement improvements to enhance the efficiency and effectiveness of business operations.
Foster a culture of continuous learning and innovation within the team.