Program Manager 2

Main Location
Redmond, WA, United States
Open jobs

About the team…

We are a startup team within Identity Engineering Customer Experience Team that respects all points of view, diverse, global, customer obsessed, forever learning, and passionate about technology. We are work closely with account teams, engineering, and customer experience program managers to provide a customer care and support experience.

 

 

About the role…

As a Program Manager in Advanced Cloud Engineering team, you will work with a team of Service Engineers that are customer aligned and focused on deployment of Identity and Access Management solutions, closely monitor customer health, and own the response to customer support requests in a 24x7x365 environment via phone, email or web, representing Microsoft and the Identity Engineering team. Within the team, you are responsible for helping managing team workload, define and enable new customer experiences, customer onboarding, analyzing data to understand patterns to prioritize service improvements, and helping to unblock the team.

 

An ideal candidate for this role has experience building customer experiences at cloud scale and leading complex, highly visible customer engagements. Project management comes naturally and along the way, you have learned how to negotiate and developed strong communication skills to establish priorities, learned how to lead virtual teams to successful outcomes while being comfortable with ambiguity, rapid changes, and tight deadlines. You can leverage many different types of input to prioritize decisions, have a natural ability to learn the nuances of new technologies, and are very comfortable with obtaining, analyzing, and deriving insights from large data sets.

Responsibilities

Responsibilities

  • Directly engage and support Service Engineers and top Identity customers to resolve technically complex and critical technical issues in a 24x7x365 global support team.
  • Coordinate with global team members, engineering feature teams, and stakeholders to provide resolution to some of customer most technical complex issues.
  • The ability to adjust working hours according to business needs, including weekends, and participation in on-call rotations.
  • Apply an engineering mindset to address top issues and identity support experience capabilities impacting customer experience across large and strategic sets of customers. As a member of the product engineering team you will use your engineering skills to improve our products and services, based on customer feedback and insights gained while supporting them.
  • Engage deeply with customers, support, and partners to integrate feedback and extrapolate customer benefit for product improvements.
  • Identity customer’s support trends, and share insights and recommendations to engineering, customers, and account team to prevent repetition of similar issues.
Qualifications

Minimum Qualifications:

  • Desired B.S./B.A. Degree in Computer Science, Engineering, or related field of study
  • 3-5 years’ experience in deep technical role
  • 5-7 years’ experience managing engagement with enterprise customers
  • Excellent written and verbal communication skills
  • Excellent technical and functional design skills, with demonstrated ability to learn new technology quickly
  • Demonstrated passion for data driven decision making
  • Strong problem-solving skills
  • Ability to develop product plans and roadmaps, define capabilities, and drive project execution
  • Track record of making solid business and engineering tradeoffs to deliver business value

 

Preferred Qualifications

  • Master's Degree in Computer Science, Engineering, Business, or related field of study
  • Certification in Microsoft and/or competing Cloud Technologies is desired.
  • Prior experience delivering new software features, tools, or customer experiences.
  • Experience with one or more of these technology areas:
    • Identity and Access Management (AZURE AD, Okta, CA, Certificates, Accounts, SAML, etc.)
    • Azure Core Platform (Compute, Storage, Networking)
    • Data Platform: SQL Server, Azure SQL DB, Azure Cosmos DB, Azure Data Factory,
    • Experience with automation languages (PowerShell, etc.)
  • Customer Facing, relationship management exposure with Fortune 500 companies.
  • Proactive issue management (problem management) to work with engineering and improve overall features & product.
Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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Program Manager 2
Microsoft Corporation