Supportability Program Manager

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

**Responsibilities**:
**Responsibilities**:
Identification and Prioritization
- Identifies issues and risks using multiple sources of existing customer data for moderately complex products. Leverages external information (e.g., web, blogs, reviewers, telemetry) to validate and synthesize data into action (e.g., create new diagnostic and telemetry, tools, product changes). Collaborates with delivery team to identify issues and risks.
- Performs reviews of feature areas and assesses the potential risk to the customer experience.
- Collaborates with engineering and other groups to create automated solutions, workflows, readiness, and/or process improvements for delivery teams and/or customers.
- Collaborates with engineering to identify opportunities for new features, tools, or capabilities in products/services.

Presenting Issues and Risks
- Uses a data-driven approach to communicate the customer story and issues with engineering.

Mitigation Management
- Anticipates issues, assesses impact, identifies and implements mitigation solutions for their area of focus and measures mitigation impact across issue lifecycles and geographies. Collaborates with engineering to drive mitigation.
- Provides feedback on biggest pain points and makes recommendations to mitigate them in the future.
- Communicates issues, status, mitigation options, and trends to relevant stakeholders; reports the impact of mitigation on operational metrics (e.g., customer satisfaction, cost) and analyzes feedback to drive further improvement in customer experience.
- Collaborates bi-directionally with engineering on customer issues or suspected customer issues in effort to guide engineering on how customers will see the issue, their reactions, and questions.

Opportunities
- Analyzes the experience and the voice of the customer and delivery team at a product line level to identify new opportunities to drive customer loyalty and return on investment (ROI). Raises opportunities to stakeholders for sponsorship, reviews experiences of other business units, and identifies ways to incorporate into their strategies to drive continuous improvement and growth in current and future products/versions.

Data
- Utilizes data from backend and product data; assists in building dashboards with Customer Service and Support (CSS) and Engineering by filling requests, building out spreadsheets, or identifying data pulls that they need.

Taxonomy
- Helps manage how products are coded to ensure they receive consistent and meaningful data, as appropriate.

Other
- Embody our culture and values

**Qualifications**:
**Qualifications**:
Required/Minimum Qualifications
- Project Management experience
- Related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, business or product strategy, technical consulting, data analysis)
- OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Communications, or related field AND related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
- OR Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Communications, or related field AND related work experience (e.g., technical/customer services, technical/customer support,