Senior Customer Experience Program Manager
Microsoft · Posted Sep 29
Software, cloud computing, artificial intelligence, and hardware services
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About the role
The Capacity Operations Team within Azure Fleet Platform connects customer demand with infrastructure supply across Microsoft's global cloud footprint, enabling reliable, scalable, and predictable cloud capacity for Azure and other Microsoft cloud services. The team drives capacity planning, allocation, risk management, and optimization, and develops frameworks and processes to deliver an exceptional capacity experience. This Senior Program Manager role will drive support effectiveness, process and system improvements, and collaboration with engineering and platform teams to ensure an optimal, reliable, and compliant capacity experience for customers.
What you will do
- Track overall support effectiveness and health, analyzing customer satisfaction and quality data.
- Address support process, data and system gaps impacting the customer.
- Monitor key operation metrics and drive operation process improvements.
- Provide visibility to process and system issues, collaborating with engineering/product/business teams to drive improvements, automation, and efficiency.
- Provide visibility to platform capacity reliability issues and collaborate with platform teams to eliminate customer failures as it relates to capacity.
- Technical advisor/escalation for issues outside of the vendor operations knowledge and capability.
- Collaborate across a diverse set of business stakeholders, including the Azure engineering team, to design new deployment and platform capabilities.
- Facilitate industry-standard Root Cause Analysis (RCA) for premium customers
Skills used in this role
What the employer is looking for
- Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND (5-8 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.
Preferred qualifications
- 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.
- 7+ years of technical and business experience in the following or related areas: engineering, program management, capacity management, capacity optimization, program management, cloud capacity management.
- Azure Platform or Operations within a cloud service architecture, deployment and configuration.
- Deep understanding of cloud services, usage scenarios and implementations. Experience working in or with cloud engineering teams preferred.
- Ability to troubleshoot technical issues, synthesize complex issues/scenarios into easy-to-understand concepts and drive quick customer resolution and influence the long-term success plan.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Microsoft
Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.
- Industry
- Software
- Company size
- 228,000+ employees
- Founded
- April 4, 1975
- Location
- Redmond, Washington, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Vice Chair and President
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