Principal Technical Program Manager - Security Strategy
Microsoft
Principal Technical Program Manager - Security Strategy
Multiple Locations, United States
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Principal Technical Program Manager (TPM) - Security Strategy is pivotal in ensuring the security and integrity of the Customer Service & Support (CSS) technical infrastructure while minimizing operational disruptions to end-users. This leader will focus on reducing the financial impact of security measures, balancing robust security protocols with user accessibility. By enabling a culture of continuous improvement and proactive risk management, this position will play a critical role in safeguarding our systems and data, ultimately supporting the organization’s overall mission and operational goals.
The Principal TPM of Security Strategy is tasked with leading a proactive, strategic approach to enhancing our security landscape. Immediate focus will be on identifying proactive security management strategies, developing comprehensive security frameworks and continuously raising the bar for security practices across the organization.
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.
Qualifications
Required/minimum qualifications
- Bachelor's Degree AND 6+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
- 3+ years of experience managing cross-functional and/or cross-team projects.
- 2+ years of experience in a Customer Support/Service organization measuring security.
Additional or preferred qualifications
- Bachelor's Degree AND 12+ years experience engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
- 8+ years of experience managing cross-functional and/or cross-team projects.
- 1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).
- 4+ years of experience in a Customer Support/Service organization measuring security.
Technical Program Management IC5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 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 $188,000 - $304,200 per year.
Microsoft will accept applications for the role until September 26, 2025.
#CES #CSS
Responsibilities
Analysis of Customer and Market Signals
Demonstrates and builds experiences across multiple groups or divisions. Coaches internal team to develop problem statements and form hypotheses of multiple feature areas (e.g., product, service) across divisional boundaries to address highly complex business, program, and customer needs, and/or market opportunities. Identifies all dependencies of other features. Owns and performs experiments to test hypotheses and inform decisions on what multiple feature areas (e.g., product, service) to introduce across divisional boundaries. Establishes clarity of patterns of root problem and how it relates with previously seen trends across customers. Determines the customers/sectors impacted, and uses research evidence to influence feature prioritization. Determines and leads large process improvements to quickly scope insights. Leads and drives alignment between the customer, the market, internal stakeholders, senior leadership, and the goals and strategy of Microsoft. Collaborates with others (e.g., Engineering, Marketing, Design) to ensure that they can satisfy customer requirements. Evaluates the market size and explores new opportunities to determine for greatest value to the business. Defines solution options and proposed solution roadmap across multiple feature areas within multiple stages.
Identifies highly complex opportunities and gaps in the implementation of multiple feature areas (e.g., product, service) across divisional boundaries including comparison of various quality and performance metrics to various solutions. May define and lead customer engagements to solicit feedback and understand their experiences with Microsoft’s products and services. Acts as a subject matter expert in performing highly complex market research in collaboration with other teams, conducting competitive analyses, and examining customer and technology-related industry trends, as well as industry-specific requirements or regulations. Brings product usage, product telemetry, and service data together to identify highly complex patterns, generate hypotheses, and build a plan to have an impact on the product.
Service Definition
Defines success criteria and performance metrics (e.g., Objectives and Key Results [OKRs], Key Performance Indicators [KPIs] such as quality and performance) of multiple feature areas (e.g., product, service) across divisional boundaries and works with Software and Hardware Engineering to ensure needed telemetry is developed. Mentors others on how to define success and performance metrics. Deeply understands the return on investment and presents it to senior leadership.
Defines the program(s) goals and prioritization for the multiple feature areas (e.g., product, service) they own across divisional boundaries. Translates the needs of the organization and other teams into program goals and prioritized deliverables based on data insights. Provides solutions or recommendations to key stakeholders to make complex decisions based on data-driven identified risks and tradeoffs.
Works with Software and Hardware Engineering to design architecture and integrated customer solutions to highly complex technical needs for multiple feature areas (e.g., product, service) across divisional boundaries. Reviews design documents and architecture proposals, and may provide approvals. Understands what options are available and leads others to identify and select best option for needs, and creates new solutions if needed. Works with architects and technical partners to develop future proof architecture. Works with internal and external technical partners and/or architects to represent technical solutions to customers.
Service Development
Validates use-case and scenario outcomes, and performance targets that are being achieved. Drives continuous quality improvements of the delivery. Writes readable and extensible test cases from scratch to test code and improve quality.
Creates relationships to drive orchestration and integration efforts for the development and implementation process of multiple features areas (e.g., product, services) for large and highly complex cross functional projects with internal teams and external partners. Influences leadership on objectives. Collaborates and coordinates across the business to ensure alignment and gain buy in on product management and release, including tradeoffs, adjustments, and improvements as feasible.
Tracks, coordinates, and communicates end-to-end project schedules (e.g., epics, sprint/semester plans, milestones, timelines, releases) for multiple feature areas (e.g., product, service) across divisional boundaries. Establishes and monitors processes, and drives accountability with stakeholders for following the established schedule and processes. Tracks and manages dependencies to enable cohesive, connected user scenarios, and to identify potential risk areas and escalate appropriately. Makes adjustments or course corrections when projects are not aligned to schedules or goals.
Partners with the engineering team to contribute, prioritize, and deliver on the roadmap for multiple feature areas (e.g., product, service) across divisional boundaries. Understands the value proposition for the multiple feature areas across divisional boundaries and answers technical questions on the multiple feature areas they own across divisional boundaries. Justifies capacity requirements and advocates for the right resource allocation.
Leads governance programs and processes to ensure that specific performance requirements and standards are met throughout the development lifecycle (e.g., quality, compliance privacy, security, safety, accessibility).
Drives the development of the staging and implementation plan for piloting/release in alignment with Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) for multiple feature areas (e.g., product, service) across divisional boundaries, it's development timeline, and the introduction to the different programs. Collaborates with stakeholders to monitor progress and adjust as needed.
Service Performance
Leads the customer supportability experience and provides documentation (e.g., troubleshooting guidelines, best practices, blogs). Monitors how products and/or services are being used. Tracks and understands a root-cause analysis for live-site incidents with little guidance from others. Understands and drives improvements in the support process, including both forums and communities. Collaborates with and provides deep insight to Software and Hardware Engineering, Customer Service and Support (CSS), and other partners (e.g., business-process owners) on broad live-site improvement opportunities.
Acts as a technical advisor to educate and evangelize the feature areas (e.g., product, service) across divisional boundaries they work on with customers via meetings, presentations, and other forums. Defines and leads direct customer (internal and/or external) engagements to solicit feedback and understand their experiences with the feature areas (e.g., product, service) across divisional boundaries. Helps deliver sales enablement and field support. Participates in business deals, creates strategic partnerships, and participates in pre-sales meetings with customers.
Provides expertise to partner with others (e.g., Data Science, Software and Hardware Engineering) to collect performance metrics (e.g., Key Performance Indicators [KPIs] such as usage, quality, speed and, cost and performance), monitor and report on progress (e.g., business reviews), and derive deep insights that lead to productive courses of action to improve development, iteration, and implementation of multiple feature areas (e.g., product, service) across divisional boundaries. Leverages customer listening systems, telemetry, engagements (e.g., interviews, surveys), etc., to develop insights on product and/or service performance and customer needs. Shares insights with Engineering and other partners. Forms hypotheses to highly complex technical needs, performs experiments, and iterates to drive improvement in specific performance metrics that have measurable impact.
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