Technical Program Manager, Senior Director

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft?s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and... connected customer experience.

As a Program Manager at Microsoft, in the CSS Organization, you will be at the forefront of readiness our support organization for delivering new enhanced offers to our customers running their most mission critical workloads. A significant part of your role will involve cultivating relationships with stakeholders, encompassing a deep understanding of their organizations, teams, and delivery.

We are seeking a highly motivated and detail-oriented Technical Program Manager, Senior Director to join our team. As a key member of the CSS New Service Delivery Introduction team, you will play a crucial role in deploying technical strategies and tooling innovations to dramatically increase our customers? application resiliency while heightening their experience with proactive and reactive support. Your expansive responsibilities will include defining and driving initiatives that improve customer up-time for their most critical workloads ? collaborating deeply across all of Microsoft. Your work will take you through all solution areas: Azure, Modern Work, Security, Business Applications and more.

Your work will be hands-on, developing pilot and incubational technical or tooling solutions with your colleagues, starting with a customer-first approach and then helping to craft new features, innovations, or processes that will enrich and inform our Enhanced Support Offer portfolio.

If you are a driven and results-oriented individual with a passion for delivering high-quality support offerings with a focus toward technical innovation, we encourage you to apply for this exciting opportunity at Microsoft CSS.

This role is flexible in that you can work up to 100% from home.

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

Technical Leadership
? Design and build new delivery innovations which may have wide-ranging applications for customers (Resiliency, Response time, Service Reliability, Capacity Planning, Proactive Notification)
? Develop new strategies that push the industries to where hyper-scalers can better serve their customers as partners ? moving beyond the vendor relationship
? Leverages expertise in cloud infrastructure, reliability engineering, and system architecture, with a specific focus on how customers monitor, operate, and fix their cloud hosted solutions.
? Leads and mentor project managers and teams within the program, fostering a culture of continuous improvement and professional growth.
? Leverages credibility and expertise to act as executive-level sponsor and leader to build new technical innovations that will deliver a better proactive and reactive support experience for our customers.
? Provides global thought leadership for technical integration and innovation with the Support business units, Offerings team, customers, and Engineering.
? Creates culture of community engagement with customers to understand their end-to-end support needs and then to influence actions and results at senior and executive levels of the organization to make these support needs a reality.
? Drives support and sponsorship of technical innovations through the ecosystem and influences strategy for regional scale.
? Builds and maintains a network with senior technical decision makers (e.g., Chief Information Officer, Chief Technology Officer, Chief Architect, technical fellows) to provide guidance on technology trends and cloud resiliency, and service reliability. Leverages deep technical knowledge, technical resources (e.g., Cloud Solution Architects), and peer connections to influence internal support roadmaps and new innovations that will increase customers? time and satisfaction with Microsoft products.
? Advocates to drive customer technical requirements with corporate product and engineering teams. Coaches team to be proactive, agile, and responsible to the voice of the customer. Creates an internal feedback loop to drive broad, global continuous improvement. Creates customer and employee forums for open feedback and collaboration across teams.
? Serves as an industry expertise/spokesperson, as appropriate (e.g., industry-specific Operating Units) around key technical and customer support topics to drive recognition for Microsoft solutions and brands by speaking at events, blogging, and encouraging organizational participation.
? Supports Customer Service & Support (CSS) community-building internally and externally by providing community thought leadership and orchestrating with professional network to promote learning.
? Understanding of cloud infrastructure, reliability engineering, and system architecture.
? Exposure to security practices and risk mitigation.

Enhanced Support Offerings
? Contribute to the evolution of our Enhanced Support Offer portfolio by influencing and helping to write the technical innovations required in the Business Requirements Document (BRD)
? Provides leadership in how to design and build new delivery capabilities identified by the Offers team, working across Support Business Units (SBUs), Azure Engineering, and Azure CXP.
? Innovates in developing new features, processes, and tools that enrich customer experiences in support
? Inspires and fosters a culture of customer-centricity by driving accountability and collaboration with peers and extended teams to shape the end-to-end customer experience. Encourages and empowers teams to share learnings, calibrate on challenges and trends, and leverage pre-existing resources to promote community sharing across the subsidiary. Coaches team to create and sustain value and trust with customers by respectfully challenging their decisions and/or areas for improvement, explaining cost impacts, project context, business impact, etc., and encouraging them to consider alternative approaches as appropriate.
? Creates a learning culture across organization that feeds technical leadership and business value capabilities, enables collaboration, and promotes participation and effective use of resources.
? Enables collaboration within Microsoft by helping CSS resources connect to relevant Microsoft stakeholders and build relationships across the organization and worldwide support community, when appropriate. Leads by example by bringing in other functions (e.g., Engineering, Global Black Belt) to act on new Support innovations.

Strategic Deployment
? Define and drive initiatives that improve customer uptime for critical workloads.
? Collaborate deeply with cross-functional teams to deploy technical strategies and tooling innovations.
? Craft solutions that enhance proactive and reactive support for our customers.

Leadership And Organizational Skills
? Ability to manage complex programs and multiple workstreams.
? Attention to detail and commitment to meeting deadlines.
? Exceptional leadership skills with the ability to manage cross-functional teams and multi-disciplinary projects.

Collaboration And Communication
? Excellent interpersonal skills to work effectively with cross-functional teams.
? Clear communication, both written and verbal.
? Excellent communication and stakeholder management skills, capable of negotiating and influencing outcomes.

Problem-Solving Attitude
? Proactive approach to identifying and addressing challenges.
? Ability to adapt to changing requirements and prioritize effectively.

Other
? Embody our culture and values

Qualifications

Required/Minimum Qualifications (RQs):
? Bachelor's Degree in Engineering, Computer Science, Business, Operations, Finance or related field AND 8 years work experience in program management, process management, process improvement.
? OR equivalent experience.
? 5 years technical support-related, program management or delivery management experience.
? 5 years of experience in executive level stakeholder management and communications.

Preferred Qualifications (PQs)
? Proven technical leadership with the ability to design and build innovative delivery solutions that have wide-ranging applications for customers, enhancing aspects such as resiliency, response time, service reliability, capacity planning, and proactive notification.
? Experience in developing strategies that elevate the relationship between hyper-scalers and their customers from vendors to partners.
? Expertise in cloud infrastructure, reliability engineering, and system architecture, specifically regarding customer monitoring, operation, and troubleshooting of cloud-hosted solutions.
? Demonstrated ability to lead and mentor project managers and teams within a program, promoting a culture of continuous improvement and professional growth.
? Credibility and expertise to act as an executive-level sponsor and leader, driving the creation of new technical innovations for a superior proactive and reactive support experience for customers.

Business Program Management IC6 - The typical base pay range for this role across the U.S. is USD $124,800 - $266,800 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 $159,000 - $292,200 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 May 9, 2024.

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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