Jobs and Careers

Principal Product Manager

United Statesfull_timeVerifiedPosted 26 Aug 2024

💰 $294,000/yr($137,600/yr – $294,000/yr)

About the role

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 the Azure CXP team, and we are looking for a Principal Product Manager to join our team to help expand the footprint of our customer care, trust, reliability, engagement, and observability experiences across all Azure clouds. We are part of the Azure engineering organization and consider customer experiences critical to the overall success of Azure. We create, define, and lead product offerings that set our customers up for success, empower them to solve problems, and ensure they have a phenomenal experience if they need support. We empower 200+ product groups across Azure with apps, platforms, intelligent insights, and all the capabilities needed to enable consistent and top notch customer experiences across Azure services. We are a team that loves big opportunities and as part of Azure we have consistently innovated and created new solutions to solve some of our most interesting problems. We value diverse opinions and new, forward-thinking ideas. We have customer empathy and delight in understanding our customers’ needs. We use data and KPIs to guide, improve and grow the success of our programs. Every day, our customers stake their business and reputation on our cloud. You can help 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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

Drive Customer Support Strategy and Product Management:

Provide direct and indirect leadership, engaging with organizational leaders to influence, develop and drive support strategies for Azure US Government and international sovereign clouds.
Partner with senior stakeholders across Azure Product Engineering, Customer Support, Field, tooling development teams, and other units to innovate and meet customer needs.
We currently offer premium white-glove support offering for our top, strategic Azure commercial customers as a paid offering. Scale this sought-after white glove support offering across Government and Sovereign support, partnering with support delivery and Offers team.
Assimilate insights from multiple dashboards and data sources to analyze support data, customer signals, market direction, and competitors' strategy to support investments and strategic direction.
Oversee the execution of support programs, ensuring alignment with Azure’s strategic goals.
Partner with Government and Sovereign Cloud Support Delivery Leaders and Managers to optimize and evolve support operations
Manage project planning, risk mitigation, and communication for support delivery.
Foster a culture of collaboration, accountability, and customer-centricity the team and across organizational boundaries.
Build the team’s Objectives Key Results (OKRs), drive semester planning process and partner with engineering teams to prioritize requirements for the unique needs of US Gov clouds and International Sovereign clouds.
Partner across organizational boundaries to build and execute programs and initiatives aligned with strategic investments and OKRs.

Drive Support Experience Parity for Sovereign and Government with Azure Commercial Offerings:

Identify technology, tooling and process gaps between Government and Sovereign clouds vs. Azure commercial, assimilate requirements, and partner with engineering teams to drive parity.
Identify product opportunities and drive improvements to enhance supportability and customer satisfaction.

People Management: