Job Description

In the last decade, the emergence of cloud computing revolutionized nearly every business and industry. We believe that the next era will be defined by extending the capabilities of this intelligent cloud out from large datacenters into the real world where data is generated, like in factories, retail stores, and on the road. The Azure Edge Operations team part of the Azure Storage, Media and Edge organization is a newly founded team strategically positioned to drive this expansion.

We are looking for an experienced and passionate Senior Business Operations Program Manager to own and drive external as well as internal customer facing operations for our edge products. To succeed in this role, you should have strong operations skills, experience with customer facing operations, backed-up by customer service skills, customer empathy, and a passion for exceeding customers' expectations.

* Defining, maintaining, and running operating procedures for Edge products
* Tracking tickets regarding order status, detect and resolve issues
* Properly handle ticketing system and production environment to comply with all requirements
* Troubleshoot issues during processes, according to corresponding operational procedures
* Identify opportunities for improving operational processes to drive end customer satisfaction as well as to identify and spec areas for process automation
* Ensure our Edge customers have a great frictionless experience with our products, such that operations become invisible to them
* Define and track operational scorecards and socialize those with relevant stakeholders

Required Qualifications:

* 5+ years of customer facing operations experience
* Proven success working in a complex environment and across a diverse set of business, engineering, and operational stakeholders
* Self-driven, willing to take on big challenges, dealing with ambiguity and fast changing conditions
* Solid written as well as oral communication skills and adept in interfacing with both technical as well as non-technical stakeholders
* Data driven - proven ability to drive operations through data analysis, tracking trends and success metrics and prioritizing issues and actions based on data insights
* Deep customer empathy and strong customer service skills
* BS in Computer Science, Engineering or equivalent

Security Clearance Requirements:

Candidates must be able 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.
* The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
* Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Preferred qualifications:

* Prior experience in US Department of Defense, US Intelligence Community, Federal Civilian/Homeland Security, and/or State & Local Government

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.