Senior Customer Experience Program Manager – Azure Cloud Services and Customer Success Strategy Leader

Introduction to Microsoft and the Azure Customer Experience Team

At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. We believe that technology can be a powerful tool for driving business success, and we're committed to providing our customers with the best possible experience on our Azure cloud platform. The Azure Customer Experience (CXP) Program Management Office (PMO) is a critical part of this effort, providing holistic customer care and engineering-level engagement to drive innovation and improvement in the Azure platform. We're now seeking a highly skilled and experienced Senior Customer Experience Program Manager to join our team and help us take our customer success strategy to the next level.

Job Overview

As a Senior Customer Experience Program Manager on the Azure CXP PMO team, you will be responsible for delivering actionable qualitative and quantitative insights to drive product improvements and increase customer satisfaction with Azure. You will work closely with strategic enterprise customers to understand their needs and provide guidance on their migration, maturation, and business transformation to the Microsoft cloud. Your analytical and programmatic skills will be essential in measuring customer satisfaction, gathering and triaging customer feedback, and ensuring great experiences on the Azure platform.

Key Responsibilities

• Customer Insights Analysis: Analyze evidence-based data and leverage insights to drive engineering alignment using Customer Stories & Reports, delivering an understanding of customer pain points, challenges, and competitive challenges related to quality and resiliency themes.
• Insights Reports: Synthesize insight reports and communicate a comprehensive view of top customer pains quantified by return-on-investment implications to address systemic issues impacting customer experience. Collaborate with engineering product teams on a transparent and consistent process for acknowledging and responding to scenarios.
• Engineering-Backed Roadmaps: Leverage learnings to build engineering-backed roadmaps for prioritized scenarios, ensuring that customer feedback is incorporated into the product development process.
• Guidance for Additional Research: Provide guidance for conducting additional research to address customer evidence gaps and facilitate direct engagement with customers via online community engagement.
• Stakeholder Alignment: Lead and orchestrate v-teams through a predictable and unified rhythm of business cadence, coordinating feedback delivery and closing the loop with Feedback partners on the status of asks.
• Continuous Improvement: Gather feedback from stakeholders and customers to identify areas for improvement and refine and iterate program processes, tools, and strategies based on data and feedback.

Qualifications and Requirements

To be successful in this role, you will need to have a strong background in engineering, product/technical program management, data analysis, or product development, as well as experience working with Azure cloud services and data analysis. You should be proficient in orchestrating interactions with clients and guiding them through complex processes.

Required Qualifications

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years of experience in engineering, product/technical program management, data analysis, or product development
• OR equivalent experience
• 3+ years of experience working on Azure cloud services
• 3+ years of experience working on data analysis

Preferred Qualifications

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years of experience in engineering, product/technical program management, data analysis, or product development
• OR equivalent experience
• 6+ years of experience working on data analysis
• 5+ years of customer-facing experience
• Skilled communicator adept at engaging in technical discussions with stakeholders
• Employs a systematic approach and understands process standardization

Career Growth Opportunities and Learning Benefits

At Microsoft, we're committed to helping our employees grow and develop their careers. As a Senior Customer Experience Program Manager on the Azure CXP PMO team, you will have the opportunity to work with a talented and experienced team, develop your skills and expertise, and take on new challenges and responsibilities. You will also have access to a wide range of training and development programs, including online courses, workshops, and conferences.

Work Environment and Company Culture

Microsoft is a dynamic and fast-paced company that values innovation, collaboration, and customer obsession. We believe in creating a culture of inclusion where everyone can thrive at work and beyond. Our employees are passionate about their work and are committed to making a positive impact on our customers and the world. As a Senior Customer Experience Program Manager on the Azure CXP PMO team, you will be part of a close-knit team that is dedicated to delivering exceptional customer experiences and driving business success.

Compensation, Perks, and Benefits

The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 per year, although this can vary depending on the location and other factors. We also offer a wide range of perks and benefits, including health insurance, retirement savings, and paid time off. For more information on our compensation and benefits package, please visit our website.

Conclusion

If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences and driving business success, we encourage you to apply for this exciting opportunity. As a Senior Customer Experience Program Manager on the Azure CXP PMO team, you will have the chance to make a real impact on our customers and our business, while also developing your skills and expertise and advancing your career. Don't miss out on this opportunity to join our team and help us shape the future of customer experience on the Azure platform.