Technical Program Manager

With over 17,000 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.

The Experience Strategy, Services, and Operations (ESSO) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

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. CE&S is responsible for driving the offerings, programs and enablement for Microsoft customers’ most important cloud engagements throughout the lifecycle. We deliver 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 CE&S 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.

As a Senior Program Manager for Portfolio Management & Services Capabilities, 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.

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**:

- Lead cross functional business and technology virtual teams to improve types of Proactive Services that are delivered to Microsoft customers worldwide that accelerate desired business outcomes.
- Organize and lead cross-functional teams to deliver new service capabilities and standards 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 time-lines, and ensure all priorities and initiatives are aligned with key stakeholders across Microsoft.

**Qualifications**:

- Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
- 2+ years experience managing cross-functional and/or cross-team projects.

Additional or Preferred Qualifications
- Bachelor's Degree AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
- 6+ years experience managing cross-functional and/or cross-team projects.
- 1+ year(s) experience reading and/or writing code (e.g., sample documentation, product demos).
- 5 years of experience in product or program management or equivalent experience in consulting/customer roles.
- Demonstrated track record of ability to support and influence teams for positive results and improvements.
Excellent communication skills, proven ability to handle difficult situations an