Job Description

How would you like to partner across our business and technology teams to improve service standards for delivering portfolio services globally that drive desired business outcomes for our Support customers?

With over 12,000 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 strategy. With CE&S resides the WW Support & Customer Success Programs (WW S&CSP) team responsible for driving the offerings, programs, and enablement for Microsoft customers' most important cloud engagements throughout the lifecycle. The WW S&CSP delivers customer value through support and consumption, while meeting all contractual obligations and delivering outstanding customer experience with speed, efficiency, and innovation. Together we help our customers shift to the cloud and evolve their business.

Offerings, GTM and IP Management is part of the WW S&CSP organization and is responsible for the support business model, offerings, pricing, and GTM as well as the governance and management for the Customer Success IP catalog.

Managed IP is a critical part of our Proactive Services portfolio that customers absolutely love. Proactive Services are scenario-specific, expert-led engagements that help Microsoft enterprise customers maintain solution health, remove technical and operational blockers to drive cloud consumption and adoption. We are creating an intentional portfolio that drives customer satisfaction, growth, and the consumption of our technology by vetting and prioritizing the development of services with accountability for ROI, customer, impact, and Microsoft strategic outcomes.

As a Senior Program Manager for Portfolio Engineering, you will shape the next generation of Proactive Services as well as drive innovation that improves delivery consistency and reduces the time to customer impact. You'll partner closely with teams across Microsoft including Product teams, Customer Success and Support teams to define the portfolio roadmap. You will lead the development and management of proactive services and programs that are used by 4000+ Customer Engineers (CEs) to unblock, accelerate and optimize cloud solutions for 13,000+ Enterprise Support customers across the world. We are looking for a motivated Senior Program Manager who is excited about driving the next generation of proactive services capabilities. To be selected, you will need to demonstrate the ability to navigate complex stakeholders across the company, and an ability to speak to business and technical leaders at all levels.

If you are ready to drive consistently great customer outcomes and accelerate the consumption cycle, come join our team.

* Partner across business and technology teams to improve service type standards for delivering portfolio services that drive desired business outcomes.
* Organize and lead cross-functional teams to deliver new service capabilities and standards to accelerate the development, release, and delivery of portfolio services.
* Improve customer feedback and learning capabilities to shorten learning loops and drive continual improvement.
* Drive agility and consistently in portfolio service development that is in line with industry requirements, and quality assurance standards.
* Experiment and innovate to continuously improve service capabilities that drive team efficiency, consistency, and reduce delivery time-to-market of portfolio services while maintaining high levels of quality.
* Create and manage program timelines, and ensure all priorities and initiatives are aligned with key stakeholders across Microsoft.

Required Skills

* 5 years of experience in technical product or program management or equivalent experience in consulting/customer roles.
* 2 years of experience with DevOps or Agile development

Preferred Skills

* Demonstrated experience driving continuous improvement programs and process optimization.
* Demonstrated track record of ability to support and influence teams for positive results and improvements.
* Proven ability to leverage industry and market knowledge gained from customer engagements to drive improvement initiatives.
* Solid understanding of Agile and SCRUM methodologies, with full delivery lifecycle experience from pre-sales to support/operations on complex projects.
* Demonstrated track record of effective communication with technical and business leaders at all levels within large enterprises and within Business Groups, Partner Groups and Sales organizations.

Location/Travel: You may be based anywhere in the Americas. You can expect limited global travel, less than 10%.

Join us and be one who empowers billions! That's incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

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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.