Customer Experience Program Manager II

Surface has defined the 2 in 1 category and breathed a new life into the PC industry. With foldable devices Surface is creating yet another category for personal computing and re-imagining how people get work done. To continue delivering industry leading innovation, we need to stay close with our customers and drive their feedback in to our product lines. The Commercial Engineering organization seeks to grow usage and adoption of Surface products with enterprise customers and small business around the world. 

The Surface CXP Team is looking for Customer Experience Program Manager II to help grow our business by tackling the most complicated customer engagements around the globe. CXP Leads are expected to partner with local CSS, Partners, Sales and Marketing resources to support customers as they seek to overcome technical challenges that prevent them from adopting Surface products. CXP leads will seek to understand fundamental issues impacting specific customers and then help design solutions that will improve the experience for all our customers. As Surface continues to gain traction with business customers around the world, we have deep engineering expertise in key markets to augment the existing capabilities in the field and to ensure that learnings are communicated and adopted in Redmond. CXP Lead’s will carry accountability for a region.

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

As a Customer Experience Program Manager II on the team, you will have responsibilities including (but not limited to) the following: 

• Gather learnings from customers, sellers and partners and deliver recommendations on how we can improve our products to better meet the needs of our customers 
• Act as “Chief of Staff” on behalf of the Surface Engineering Organization 
• Build influence with the regional leadership team and create engineering systems and business process to support growth in the market 
• Work closely with customers to analyze and overcome their Surface technical adoption/deployment challenges and blockers 
• Aggregate regional insights and communicate insights back to corporate stakeholders in Redmond 
• Partner with other CXP leads around the globe to fine tune the organizations approach to providing support and gathering insights. 

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 2+ years of Program Management experience. 

Preferred Qualifications:

• Demonstrated cross-functional experience and an affinity for Product Engineering Development.
• Demonstrated customer facing, and customer relations & support experience Compelling and effective written and verbal communication .
• MBA a plus. 
• Ability to define problems, distill data, establish facts, and draw conclusions.

• Experience with hardware product development is preferred.