Principal Technical Program Manager

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure 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, reliability & supportability. Our culture of growth mindset and empowerment are central to who we are and how we work.

 
We’re on a mission to make support experiences frictionless – by making it easy for customers to receive the support they need, when and how they need it throughout their Azure development lifecycle. Azure Engineering Direct (AED), pioneers transformational support to expedite Azure adoption and value realization.  Advanced Cloud Engineers (ACEs) walk with our AED customers on their Azure journey so we meet them where they are and help them the way they want to be helped. Ensuring the success of ACEs is critical to AED. With over 200+ (and growing) ACEs across 3 continents, they are what makes AED a success & ensures that our customer’s Azure journey is frictionless. Thanks to the support ACEs provide - AED has grown very rapidly these last 18 months. They have overseen exponential growth of AED customers Azure Consumed Revenue (ACR) & we’re only just getting started.

The AED Delivery Excellence Principal Technical Program Manager owns driving the successful adoption of the AED end to end support journey by ACEs. As the PM responsible for ACE Success, you will ensure that they are able to walk with their customers through the entire AED lifecycle, overseeing pre-sales and onboarding, supporting the successful adoption of processes & tools, and ultimately ensuring that our customers are driving toward ever-increasing Azure adoption with ease. You will not only enable efficiency in AED operations but also bring visibility to how ACEs deliver support, manage changes, communications. Your ability to partner with stakeholders to identify and define success measures and ensure compliance to the AED customer experience journey is important; caring deeply about the lived experiences of ACEs – and ultimately our Azure customers is critical.

The qualified Principal Technical Program Manager will have experience driving operational excellence for a service-based product. This individual will have proven project management skills yet can think big, and be hands on to lead end to end process execution. They will cultivate collaborative relationships with our support delivery managers and other stakeholders to meet shared goals. They are comfortable in the details and will roll up your sleeves to help make ACEs successful in providing world class support to Azure’s largest customers. Experience at a cloud provider is a plus.

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

In this role, you will own and drive the success of a cohort of AED customers in partnership with ACE delivery managers to enable their ACEs to provide world class support for these customers. Key responsibilities include:

• Drive successful adoption of the AED end to end customer experience, overseeing pre-sales and onboarding of our customers onto our AED support offer. Ensure ACE compliance to standardized processes and tools to drive high quality ACE engagements with their AED customers.
• Proactively collaborate with ACE delivery leadership to create and manage KPIs for your cohort of AED customers to track and analyze their experience. Design and maintain reports to identify areas for improvement.
• Create documentation such as policies, procedures, workflows and user guides
• Enable ACE success by
  • Driving strategic reviews, targeted 1:1 support and incentives.
  • Drive adoption and compliance to the AED capabilities for their customers
  • Bring visibility to how ACEs deliver support, manage change and communications
  • Identify and bridge communication gaps between internal teams and external partners to proactively mitigate risks that could impact ACE delivery operations. This includes collaborating with partners to document and effectively escalate processes, fostering a collaborative environment that optimizes fleet performance.
  • Developing + maintain training materials for your cohort of ACEs
• Build and maintain relationships with stakeholders, including engineering, cross org leaders