Every once in a while, a job comes along with the opportunity to positively affect Azure customer experiences.  If you’ve been waiting for that kind of opportunity this may be the job for you.  We are part of the Azure engineering organization where we consider great customer support experiences critical to the overall success of Azure.

Regardless of where the customer is in their Azure journey, Azure Customer Experience (CXP) Customer Reliability Engineering (CRE) team has combined a customer-first and engineering minded approach where we strive to design the complete customer experience from end to end.  We are a team that loves big opportunities and as part of Azure we consistently innovate and create new solutions to solve some of our most strategic and challenging problems. 

Responsibilities

As a Program Manager on our team, you will have direct and clear impact on our products and customers. In this role, you will work close with talented engineering team, collaborate with a diverse set of stakeholders across Azure, build relationships with the customer and respective account teams to deliver top-notch results, and have the opportunity to design, deliver, and iterate on special projects within our team.  This individual will be on our customer managed programs team to set up high priority operations and alerting to our team, create deliverables with internal stakeholders, and drive efficiencies within the program.

Ideal candidates will have Cloud Computing experience, either development or deep-dive customer support experience, and a track record of successful collaboration with various teams in a technical environment. Working on tight deadlines, able to assimilate to an ever-changing environment, ability to bring ideas from concept to fruition, and program management aptitude are all desirable.  Most importantly though, we are looking for someone who can act as the customer’s advocate within Azure to help us cut through the noise to drive the best experience for our customers.

Another aspect of the position is our on-call shifts, where we work with our engineering teams to communicate critical events to respective customers during an outage.  This position will require approx. 20% of time on-call to manage urgent customer issues.

• Drive product and tool enhancements to drive more efficient processes
• Engage with partner teams across Microsoft to drive alignment on dependencies
• Measure the success of the product/feature through relevant metrics and KPIs
• Create new programs for special programs inclusive of High Priority Events and other high-profile events
• Drive and influence goals to Key Performance Indicators
• Report on monthly business reviews

Qualifications

Minimum Qualifications

• 3+ years of project management experience in a cloud environment
• 3+ years of program management experience in customer facing role
• Four Year Degree or equivalent required

Preferred Qualifications

• The successful candidate must be proactive, self-motivated, and team-oriented
• Candidates should demonstrate a track record of customer-first solutions, excellent communication skills, project management, negotiation, and problem-solving skills.
• The ability to move between high level customer issues and “roll up the sleeves” type of assistance across all phases of an application development project is a must.
• Experience across a mix of communications, business, and /or program management roles
• An analytic mind-set with the ability to develop metrics, create reports, interpret results, and make appropriate recommendations.
• Strong leadership with customer focus and business /strategic acumen

#azcxp

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.