Overview
Are you a customer-focused, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure CXP (Customer Experience) team's mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. Azure is the fastest-growing business in Microsoft's history and is the foundation of Microsoft's Cloud Services. Continuing this success, Azure has expanded into the Government and Sovereign space with its mission-critical cloud, delivering breakthrough innovation and security to those customers and their partners. The Azure ACE-S (Advanced Cloud Engineering & Supportability) Core Product Management team is responsible for driving the Azure support strategy into sensitive and regulated markets that were previously unattainable with our public cloud offerings. We are hiring a Senior Product Manager - Sovereign Cloud to add to the Azure Customer Support delivery teams. The Senior Product Manager - Sovereign Cloud will provide strategic guidance, ensuring the effective implementation of support processes, and facilitation of seamless collaboration between teams to enhance the overall support experience.
Every day, our customers stake their business and reputation on our cloud. You can help #azcxp #cxpaces provide our customers with the world-class cloud services they need to succeed. 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.
Responsibilities
- Serve as the primary interface for developing and implementing a comprehensive Customer Support model for Sovereign Clouds. This includes designing processes, selecting and deploying tooling, defining support offers, ensuring effective delivery, and maintaining a robust knowledge base.
- Drive clarity on the transition from Customer Support to Operations Support, ensuring that proper escalation channels and processes are established and functional within the operating partner.
- Work with cross-functional teams to co-develop and market appropriate operating partner support offers, ensuring they meet the needs of sovereign cloud customers.
- Ensure alignment with Microsoft's global support strategies and compliance with local regulations, maintain consistency and legal adherence in support operations.
- Promote continuous improvement in the support experience for Sovereign Cloud customers. Monitor the overall health and performance of support delivery teams to ensure support remains within acceptable limits.
- Provide strategic advice on how in-region teams and operating partners should staff their support teams to meet customer needs effectively.
- Implement AI-driven tools and solutions to proactively identify and resolve potential issues before they impact customers. Use predictive analytics to enhance the support experience.
- Collaborate with technology teams to develop and deploy AI-powered support tools that can assist in troubleshooting, diagnostics, and automated responses, improving the efficiency of support operations.
- Train support teams on the use of AI tools and integrate AI capabilities into existing support processes to enhance the overall effectiveness and responsiveness of customer support for Sovereign Clouds.
Skills
- Demonstrated product/program management skills with a track record of delivering successful outcomes.
- Demonstrated ability to lead cross-functional teams.
- Skill in collaboration, influence, and communication skills.
- Executive presence and demonstrated ability to build, extend and maintain client and partner relationships to meet current and future customer needs.
- Ability to simplify and communicate complex concepts to executive leadership.
- Proven ability to excel in ambiguous environments and meet tight deadlines.
- Networking and interpersonal skills, with the ability to build rapport with leaders and personnel at all levels.
Embody our Culture and Values
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