Senior Product Manager

The Microsoft Security organization’s mission of making the world a safer place has never been more important. As threats become more frequent and sophisticated, we drive improvements into our security products that keep our customers, apps and their devices safe. The Microsoft Security Customer Experience Engineering (CxE) Team anticipates, amplifies, and systemically solves customer needs, to make the world a safer place for all. It does this by ensuring our product teams, such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview are always on the front lines with customers, taking accountability for the end-to-end Microsoft Security customer experience, and that customers have what they need to be successful leveraging our Security suite of products.   

The CxE Security Care team has a dedicated Operations & Enablement team with a charter to drive operational excellence to scale our business and ensure a positive, predictable customer experience. We have an exciting opportunity for a Senior Product Manager to drive a program that works with support and multiple product engineering teams to deliver a consistent and reliable support experience for our customers.  

We deeply believe that having a variety of backgrounds, experiences, and abilities at every level of our team makes us better. We strive to be respectful and inclusive of all perspectives, constantly learn from each other and from our own mistakes, and collaborate closely within and across teams to create a better future for our employees as well as our customers. Come Join our team! 

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

In this role, you will contribute to the Release Management lifecycle for Security, Compliance, Identity and Management suite of products. This will include additional support for programs that restore customer confidence. Key responsibilities include but not limited to:  

Data, Tooling and Operations Framework Alignment: 

• Identify tooling needs and collaborate with the data teams to bridge tooling gaps.  

• Define and track program success metrics and draw insights for optimizing execution. 

• Conduct data analysis to extract meaningful insights related to operational processes for  Release Readiness, Customer Communications, and programs that restore customer confidence. 

Change Management Leadership: 

• Define the change management process and checklist to prepare Customer Support teams for major changes that impact Microsoft Security customers.  

• Oversee major changes, including delivery of new features, service changes, and deprecations, ensuring customer support readiness. 

Customer Communications Governance: 

• Drive accountability with product teams to craft and deliver timely and actionable customer facing communications.   

• Guarantee support readiness through effective coordination and com