Principal Program Manager

Are you passionate about Microsoft 365 products and services and building the future of world class support experiences? Are you fiercely customer obsessed, and looking to make a broad impact across audiences? Customer Care & eXperience Engineering is seeking a highly motivated, intrinsically driven, growth mindset and "get to yes" oriented Program Manager to help shape the future of support across Microsoft 365.As a Program Manager in C&XE you will collaborate and lead across a broad, customer obsessed team spanning product engineering, finance, data science, and product marketing to find opportunities to improve the support experience across the connected support funnel. You will develop and keep strong audience intimacy through immersing yourself in the voice of the customer, form qualified hypothesis for innovation and experimentation using the scientific method and data analysis, and drive qualified and quantitively verifiable customer success outcomes through thought leadership, influence for impact, and building alliances and partnership across the organization.Core responsibilities in this role is to build support as a service models/offerings, managed services offerings for our Cloud service partners and driving value for our customers and business growth for Microsoft. There is significant focus in driving growth in Employee Experience Platforms that Microsoft is building.ResponsibilitiesCustomer Care & Experience Engineering is looking for a customer obsessed, agile and dynamic leader to lead this disruptive vision, from design to execution, identifying opportunities through Microsoft Cloud Partners to drive our goals around satisfaction, adoption and/ or usage, driving the future of what world class product use and support experience look like. In this position, you will:Envision what the 'through-partner' support Experience will look like in medium and long-term, collaborating with stakeholders to realize this vision

Envision what the support and enablement experiences look for Microsoft's Employee experience platforms that are built on M365 capabilities and execute that vision

Acts as a thought leader in driving consistency in processes and services to align with defined policies and procedures to meet short-term to long-term performance expectations for consistency, accuracy, and timeliness of delivery

Be the 'through Partner' Subject Matter Expert for M365 Customer Experiences, bringing specific insights to inform strategies and prioritize actions

Lead creation of shared goals, cross-matrix engagements with current support teams

Lead with growth mindset, creative and experimenting approach to problem solving for velocity in delivery of results

Creation of business plans and experiments starting from value proposition to success criteria

Diligent program management to drive KPIs to persistent healthy state ensuring AMAZING customer experiences

Partner with different teams across Microsoft, including:

Product Teams, to share customer insights to improve our products, ensuring consumer feedback is heard

Technical PMs to ensure required specs are in place and will be developed

CE&S, collaborating for the best customer experiences for consumer, innovating and sharing best practices

QualificationsRequired:10+ years in leading strategies for Microsoft Cloud Partners and/ or Customer Service and Support experience

Demonstrated ability to drive clarity, create energy, and deliver results

Customer obsessed, operating with the client at the top of mind

Proven history of data-based analysis to support hypothesis and project execution

Self-starter, problem solver, and troubleshooter – you’re always looking for ways to improve processes

Ability to frame and define existing/emerging opportunity spaces and success criteria in an ambiguous green field

Leadership, teamwork, and managing through influence

Communicate insight effectively to all levels of stakeholders – from top executives to feature teams

Personal drive and impact, with a resilient can-do attitude to make things happen

Lead creation of shared goals, cross-matrix engagements with current support teams

Preferred Qualifications:Exceptional interpersonal skills

Exceptional written and verbal communication

Strong quantitative and qualitative story telling abilities.

Working understanding of data analysis

Proven history of customer obsession

Growth mindset

Ability to thrive in agile and high visibility environments

Ability to drive to clarity in situational ambiguity

Extreme ownership

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 (https://careers.microsoft.com/us/en/accommodationrequest) .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.