Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure Customer Experience Platform (CXP) team’s mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. Microsoft Azure provides customers with on-demand and infinitely scalable infrastructure and platform for customers to build, host, and scale service applications on the Internet through Microsoft’s global data centers. If you are interested in a start-up like environment, passionate about cloud computing technology and driving growth in one of Microsoft's core businesses, then look no further than the Azure Customer Experience Platform (CXP) Team! The Azure CXP team is the product and platform engineering service delivery, onboarding, and customer success unit in Azure engineering, responsible for deploying and managing customers’ mission-critical workloads; providing complete customer care through in-product experiences and platforms and strategic customer support delivery; identifying product opportunities and gaps and then driving innovations and improvements into the product. Our customers experience Azure as a unified platform and as a result, their experiences throughout their service development lifecycle are defined by the consistency and support of the platform. At Microsoft, we are deeply committed to our customers and Azure CXP is charged with leading a world-class customer experience. One key area that allows us to consistently deliver a world-class Azure experience is through the development and advancement of supportability capabilities at scale. We are looking to hire a leader, as Principal Product Manager, who will be responsible for creating and deploying a Supportability expansion strategy that leverages AI and standards to increase the impact and scale of Azure’s supportability initiatives and capabilities. This leader will accomplish this while working in tight partnership with a range of senior stakeholders across Azure Product Engineering teams, Customer Support and Success, and more. Every day, our customers stake their business and reputation on our cloud. You can help #AzCXP provide our customers with the world-class cloud services they need to succeed. 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.
Responsibilities
- You'll have a mixture of deep technical (including AI) and business experiences and skills to solve challenging problems across a wide array of Azure technologies.
- Define and communicate the vision, strategy, technical details and requirements, and product roadmap for Azure supportability initiatives and capabilities with key stakeholders across Microsoft.
- Collaborate with product engineering, reliability engineering, frontline support roles, and other cross-functional teams to define, prioritize, and deliver AI capabiities and standards to expand the impact of Azure's Supportability efforts.
- Own all stakeholder management including clearly communicating benefits, providing routine updates, and creating feedback loops so that we can iterate effectively.
- Conduct research, interviews, and competitive analysis to identify customer needs, pain points, and opportunities for setting and implementing a high bar for supportability across Azure through measurable and trackable standards.
- Measure and evaluate the performance, adoption, and feedback of supportability expansion plans and efforts, and iterate based on data and insights.
- Accelerate the adoption and scale of supportability initiatives and capabilities across Azure product engineering and support teams by leveraging AI and implementing trackable standards.
- Build and maintain relationships with internal and external stakeholders, including various Azure engineering and support teams.
- Embody our Culture & Values
Qualifications
Required Qualifications:
- Bachelor’s Degree AND 8+ years experience in product/service/project/program management or software development
- OR equivalent experience.
- 5+ years of product management experience in cloud computing, AI, analytics, observability, DevOps, or related domains.
- 5+ years of experience working across organizations and roles to expand and scale a product strategy.
- 3+ years of working on technical Business to Business (B2B) products and services.
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:
- Bachelor's Degree AND 10+ years experience in product/service/project/program management or software development
- OR equivalent experience.
- Proven ability to combine business acumen, technical expertise, and communication skills to solve complex, ambiguous problems and drive clarity for diverse stakeholders.
- Experience with major cloud platforms such as Azure, AWS, and Google Cloud, with a deep understanding of cloud fundamentals and optimization strategies.
- Skilled in leveraging AI, machine learning, and data analytics technologies, including tools like Kusto (Azure Data Explorer), SQL, ETL technologies, and Power BI, to drive decision-making and measure progress.
- Demonstrated success in designing, launching, and operating large-scale cloud services or SaaS platforms, consistently meeting and exceeding goals.
- Proven experience in creating clear, concise business, technical, and product requirement documents, ensuring alignment and accountability across teams.
- Adept at translating complex technical and business concepts into compelling narratives through storytelling, presentations, and communication tailored to diverse audiences.
Product Management IC5 - The typical base pay range for this role across the U.S. is USD $137,600 - $267,000 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 $180,400 - $294,000 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until October 7, 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.
