Senior Customer Experience Program Manager

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure Customer Experience Platform (CXP) team’s mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. 

We are looking for a Senior Customer Experience Program Manager who has experience working closely with Engineering teams running multi-cloud services with the emphasis on improving platform supportability through data driven insights. 

Every day, our customers stake their business and reputation on our cloud. You can help Azure CXP provide our customers with the world-class cloud services they need to succeed. 

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

• Develop and execute Supportability strategic and roadmap to make Azure the most stable, reliable, and performant cloud. 
• Influence product investment in Supportability and provide technical leadership for engineers across multiple teams. 
• Define what success looks like, how we measure it, and how we get there. 
• Drive continuous improvement to customer and engineer experience via empowerment and accountability leading executive reviews. 
• Apply systems thinking and standards approach to solve problems at scale, and through automation. 
• Foster a healthy and inclusive team environment. 
• Embody our Culture and Values. 

Qualifications

Required/minimum qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 3+ years experience managing cross-functional and/or cross-team projects. 

Other Qualifications:

• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specializ