Senior Program Manager

Last updated 26 days ago
Location:Redmond, Washington
Job Type:Full Time

Every once in a while, a job comes along with the opportunity to positively affect the Azure, and also our all-up cloud experiences. If you’ve been waiting for that kind of opportunity this may be the job for you. We are part of the Azure engineering organization where we consider great customer support experiences critical to the overall success of Azure.

Regardless of where the customer is in their Azure journey, Azure Customer Experience (CXP) Customer Reliability Engineering (CRE) team has combined a customer-first and engineering minded approach where we strive to design the complete customer experience from end to end. We are a team that loves big opportunities and as part of Azure we consistently innovate and create new solutions to solve some of our most strategic and challenging problems.

Responsibilities

As a Senior Program Manager on our team, you will work close with talented engineering team, collaborate with a diverse set of stakeholders across Azure, M365 and Dynamics. You will need to build relationships with customers and account teams to deliver top-notch results, and have the opportunity to design, deliver, and iterate on special projects and Azure outage communications within our team. This individual will be on our customer managed programs team to set up high priority operations and alerting to our team, create deliverables with internal stakeholders, and drive efficiencies within the program.

Ideal candidates will have Cloud Computing experience, either development or deep-dive customer support experience, and a track record of successful collaboration with various teams in a technical environment. Working on tight deadlines, able to assimilate to an ever-changing environment, ability to bring ideas from concept to fruition, and program management aptitude are all desirable. Most importantly though, we are looking for someone who can act as the customer’s advocate within Azure to help us cut through the noise to drive the best experience for our customers.

Another aspect of the position is our on-call shifts, where we work with our engineering teams to communicate critical events to respective customers during an outage. This position will require approx. 20% of time on-call to manage urgent customer issues.

The scope of responsibilities includes:

  • Deliver quality communications to field, customers and executives during outages
  • Work across engineering teams to drive a culture of post incident learnings and reflections
  • Work across our other cloud groups to simplify the customer experience during and after cross cloud outages
  • Measure the success of the product/feature through relevant metrics and KPIs
  • Report on monthly business reviews

Qualifications

#AZCXP

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.

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