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Supportability Program Manager

Microsoft

Microsoft

This job is no longer accepting applications

See open jobs at Microsoft.
Customer Service, Operations
Redmond, WA, USA
Posted on Monday, February 12, 2024
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.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

Are you passionate about impacting customer perceptions of Microsoft’s Products? Do you want to drive massive improvements into products and cloud services on behalf of our customers, partners and the field?

The Worldwide Data & AI Supportability Org is a diverse team of passionate people, across geographies with varying technical and managerial experiences. The Data and AI portfolio includes Data, Analytics, and BI tools that empower our customers and partners to realize greater business value & ROI. The wide range of Products/Services include: All Azure Data Products, Power BI, SQL Server, Cognitive, AI & IoT services.

We are actively recruiting a Supportability Program Manager in the Data and Artificial Intelligence Team which are responsible for gathering information from a variety of feedback channels, aggregating and prioritizing that feedback for the purposes of issue identification and then driving appropriate Product enhancements and driving appropriate actions to mitigate the identified issues.

This role is flexible in that you can work up to 50% 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

  • Partner with product teams and the support delivery teams to drive Supportability efforts like- Incident deflection or reduction efforts, efficiency gains by improving documentation, and implementing solutions for reducing time to resolution.
  • Distill and prioritize feedback and impact data from broad variety of listening channels including Commercial Technical Support, Communities and Forums, Social Media, MVPs, MCS, GetHelp, PFE, MS Field, Microsoft Partners, etc. to identify the top problem areas, issues, and risks for a product, cloud service or group of products and services.
  • Communicate top problem areas, issues and risks to the involved product and business groups, stakeholders and partners.
  • Partner with product teams and provide customer feedback and impact data to influence key business decisions that benefit customers while balancing the critical needs of the Microsoft business.

Qualifications

Required/Minimum Qualifications

  • 8+ years 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 Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years 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, Marketing, Communications, Accounting, Sales, or related field AND 4+ years 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).
  • 5+ years technical support-related experience.
  • 5+ years experience in program management or technical program management.
  • 5+ years experience in data analysis and visualization (e.g., Power BI).
Additional Or Preferred Qualifications

  • 3+ years experience in training content development and/or training delivery.*
  • MCT (Microsoft Certified Trainer) or equivalent certification.*
  • 3+ years experience in instructional design.*
  • 3+ years experience working in domain area (e.g., Finance, Technology, Inventory Management, Manufacturing).*
  • 3 years of experience in Planning, Program or Project management 2+ years experience applying data analysis to develop and track business-critical metrics using database and data presentation technologies like SQL Server, Power BI, Excel Pivots, etc.

Supportability IC5 - The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $130,000 - $213,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

This job is no longer accepting applications

See open jobs at Microsoft.