Are you passionate about Microsoft 365 products and services and building the future of world class support experiences? Are you fiercely customer obsessed, and looking to make a broad impact across audiences? Customer Care & eXperience Engineering is seeking a highly motivated, intrinsically driven, growth mindset and "get to yes" oriented Program Manager to help shape the future of support across Microsoft 365. As a Program Manager in C&XE you will collaborate and lead across a broad, customer obsessed team spanning product engineering, finance, data science, and product marketing to find opportunities to improve the support experience across the connected support funnel. You will develop and keep strong audience intimacy through immersing yourself in the voice of the customer, form qualified hypothesis for innovation and experimentation using the scientific method and data analysis, and drive qualified and quantitively verifiable customer success outcomes through thought leadership, influence for impact, and building alliances and partnership across the organization.Responsibilities
This role will focus on delivering key audience enablement outcomes such as Support Satisfaction uplift (SSAT), and Time to Resolution reduction (TTR) across the Microsoft 365 product suite and across audiences (consumer, commercial, education). You will look across the connected support funnel (Signals and Telemetry, In-Product and Surfaces, Proactive, Self-Help and Community, and Reactive Support) to identify areas for customer experience enhancement, and through cross organizational partnership rally teams and resources to deliver positive customer outcomes. Additionally, in this role you will lead cross audience strategic initiatives such as proactive support experimentation, innovation, and scale with key outcomes such as SSAT uplift, Usage uplift, Product Suite NPS uplift, Support NPS uplift, and customer retention/renewal.Qualifications
• BS in Program Management/Marketing/Business or equivalent industry experience.
• 3+ years of experience delivering world class customer experience outcomes within support ecosystems.
• 3+ years of technical project or business program management experience, with an exceptional candidate having direct experience within engineering or product marketing organizations.
• Exceptional interpersonal skills
• Exceptional written and verbal communication
• Strong quantitative and qualitative story telling abilities.
• Working understanding of data analysis
• Proven history of customer obsession
• Growth mindset
• Ability to thrive in agile and high visibility environments.
• Ability to drive to clarity in situational ambiguity.
• Extreme ownership
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.