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. Our team partners with the teams responsible for orchestrating the creation and delivery of a unified, accreditable, and profitable partner-led Sovereign Cloud, paving the way for operating partner revenue and successful customer adoption.
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.
Qualifications
Required qualifications
- Bachelor’s Degree AND 5+ years experience in product/service/project/program management or software development.
- OR equivalent experience.
Other Requirements
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:
- Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
- 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
- Bachelor’s degree AND 7+ years of experience in product/service/project/program management or software development driving large, strategic, and complex programs across diverse stakeholders with many critical dependencies.
- OR equivalent experience.
- The candidate for this role would have experience working with government agencies and should be familiar with the organizational makeup, core missions, and government information technology environments.
- Proven experience building and/or delivering support, or customer engineering programs at scale for Government customers and/or Sovereign customers or partners.
- Experience working with global teams across geographies and organizational boundaries.
- Familiarity with support industry standards and offerings, especially for Government customers.
- Proficient with Cloud technologies, preferably Azure.
Product Management IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $153,600 - $250,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay.
Microsoft will accept applications for the role until August 22, 2024.
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Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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