Senior Product Manager - Delivery Excellence

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure Customer Experience Platform (CXP) team’s mission is to transform Microsoft Cloud customers into fans by ensuring the highest standards of operational excellence. Through our deep engagements with customers and teams across Microsoft, we analyze and optimize operational processes to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work.

We’re on a mission to make support experiences frictionless – by making it easy for customers to receive the support they need, when and how they need it, throughout their Azure lifecycle. Azure Engineering Direct (AED) pioneers transformational support to expedite Azure adoption and value realization. Advanced Cloud Engineers (ACEs) walk with our AED customers on their Azure journey, so we meet them where they are and help them the way they want to be helped. Ensuring the success of ACEs is critical to AED. With over 200+ (and growing) ACEs across 3 continents, they are what makes AED a success and ensure that our customer’s Azure journey is frictionless. Thanks to the support ACEs provide - AED has grown very rapidly these last 18 months. They have overseen exponential growth of AED customers Azure Consumed Revenue (ACR) and we’re only just getting started.

The AED Senior Product Manager - Delivery Excellence owns driving excellence in building world class support delivery processes, tools and framework. As the Senior Technical Program Manager responsible for ACE success, you will oversee the design, build and successful adoption of processes and tools, ensuring that our customers are driving toward ever-increasing Azure adoption with ease. You will not only enable AED operational efficiency but also bring visibility to how ACEs deliver support, manage changes and communicate with our customers. Your ability to partner with stakeholders to identify and define success measures and ensure compliance with the AED customer experience journey is important; caring deeply about the lived experiences of ACEs, and ultimately our Azure customers is critical.

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

In this role, you will own and drive the success of AED customers in partnership with ACE delivery managers to enable their ACEs to provide world class support for these customers. Key responsibilities include:

• Drive delivery excellence by industry-standard best practices and infusing consistency and rigor across internal and external partners to create sustained impact for our customers.
• Serve as the primary interface for developing and implementing a comprehensive delivery excellence framework for Azure customers. This includes designing, optimizing, and standardizing operational processes, selecting and deploying effective tooling, ensuring seamless execution, and maintaining a robust knowledge base.
• Drive continuous improvement in operational efficiency.
• Monitor the overall health and performance of operational delivery teams to ensure operations meet or exceed defined success measures.
• Drive strategic Delivery Excellence reviews with clear actions and owners.
• Create documentation such as policies, procedures, workflows and user guides.
• Bring visibility to how we deliver support, manage change and communications.
• Identify and bridge communication gaps between internal teams and across the Microsoft ecosystem to proactively mitigate risks that could impact operations. This includes collaborating with partners to document and effectively escalate processes, fostering a collaborative environment.
• Collaborate with technology teams to develop and implement solutions to proactively identify and resolve potential operational issues before they impact customers.
• Lead special projects aimed at improving operational efficiency as well as driving improvements to Azure services.
  
  

Other

• Embody our Culture and Values
  
  

Qualifications

Required/Minimum Qualifications

• Bachelor’s Degree AND 5+ years’ experience in product/service/project/program management or software development
• OR equivalent experience
• 3+ years of experience using Agile tools and methodologies
  

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:

• 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/Additional Qualifications

• Bachelor's Degree AND 7+ years experience in product/service/project/program management or software development
• OR equivalent experience.
• Proficient with Cloud technologies, preferably Azure.
• Proven experience building and/or delivering support, or customer engineering programs at scale.
• Experience working with global teams across geographies and organizational boundaries in a fast-paced environment.
• Knowledge of and the ability to carry out the process of planning, organizing, and managing tasks and resources to accomplish a well-defined objective.
• Knowledge of different types of measurable indicators and success metrics, which includes an understanding of how indicators can be used to demonstrate the achievement of outcomes, outputs, goals, or objectives.
• ITIL/ITSM or MOF certification
  

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 and processes offers for these roles on an ongoing basis.

#AzureCXP #AZCXP

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.