Supportability Program Manager

Job Description

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization – Security, Compliance… Identity and Management (SCIM) – was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.
As a Security and Compliance Supportability Program Managers you will work across Engineering and Support teams to identify and drive product and support experience improvements by providing insights in a well-articulated, data-driven manner that clearly identifies the product/service challenges. The scope of your work will include data analysis, dashboard creation, product taxonomy oversite, issue tracking to support product/service improvements, new self-help and diagnostic capabilities, and improvements to increase support engineer efficiency. You will also help lead our support reviews with Engineering, CXE and support stakeholders.
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.
Qualifications
Required Qualifications:
? 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
? OR Bachelor’s Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
? OR Master’s Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).
? 5+ years of work experience with 2 of the following BI and Analytics skills: Excel Pivots, Power BI, SQL Server and DAX, Kusto, Machine Learning.
? 5+ years of work experience with technical customer Support delivery.
? 5+ years of familiarity with Microsoft Security & Compliance products like Microsoft 365 Defender, Microsoft Purview, etc.
Other Requirements: 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 specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Preferred Qualifications:
? Passion for technology and improving overall product quality.
? Customer focus, communication & presentation skills, and the ability to work in a fast-paced team environment.
? Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.
? Proven examples of product, workflow, content, or policy enhancements that help customer and support delivery teams.
Supportability – The typical base pay range for this role across the U.S. is USD $103,800 – $200,300 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $133,700 – $219,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
Microsoft will accept applications for the role until May 29, 2024.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Responsibilities
? Provide Business Intelligence across multiple channels representing Customer Experience, Support Experience, and Product issues that are of highest impact to our business and our customers across the full Service lifecycle.
? Understand, document, and help improve the end-to-end customer experience.
? Review support cases and help analyze proper theme mapping and emerging issues.
? Use support data to drive insights and estimate ROI on our mitigation efforts.
? Manage and update our product taxonomy.
Lead business reviews with Engineering and Support stakeholder as well as lead ongoing communications and status updates to team.
Other: Embody our Culture and Value

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