Experienced Supportability Program Manager - Driving Customer Success in Microsoft Security & Compliance Products

Join Microsoft's Customer Service & Support Organization and Revolutionize the Customer Experience

Microsoft is on a mission to empower every person and organization on the planet to achieve more. As a leader in the tech industry, we're committed to delivering industry-leading products and services that make a real difference in people's lives. Our Customer Experience & Success (CE&S) organization is at the forefront of this mission, driving the strategy, design, and implementation of our end-to-end customer experience.

We're now seeking an experienced Supportability Program Manager to join our Customer Service & Support (CSS) organization, specifically in the Security, Compliance, Identity, and Management (SCIM) team. As a Supportability Program Manager, you will play a critical role in identifying and driving product and support experience improvements, leveraging data-driven insights to inform your decisions.

About the Role

As a Supportability Program Manager in the SCIM team, you will work closely with Engineering and Support teams to analyze customer issues, identify trends, and develop data-driven insights that drive product and support experience improvements. Your scope will include data analysis, dashboard creation, product taxonomy oversight, issue tracking, and collaboration with stakeholders to drive mitigation efforts.

Key Responsibilities

• Provide Business Intelligence across multiple channels, representing Customer Experience, Support Experience, and Product issues that are of highest impact to our business and customers across the full Service lifecycle.
• Understand, document, and help improve the end-to-end customer experience, leveraging support data to drive insights and estimate ROI on mitigation efforts.
• Review support cases and help analyze proper theme mapping and emerging issues, collaborating with stakeholders to drive issue resolution.
• Manage and update our product taxonomy, ensuring accuracy and relevance.
• Lead business reviews with Engineering and Support stakeholders, driving ongoing communications and status updates to the team.

Qualifications

To succeed in this role, you'll need a strong background in technical customer support, business intelligence, and data analysis. Here are the essential qualifications:

• 8+ years of related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis) OR a Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years related work experience.
• 5+ years of work experience with 2 of the following BI and Analytics skills: Excel Pivots, Power BI, SQL Server and DAX, Kusto, Machine Learning.
• 5+ years of work experience with technical customer Support delivery.
• 5+ years of familiarity with Microsoft Security & Compliance products like Microsoft 365 Defender, Microsoft Purview, etc.

Preferred qualifications include:

• Passion for technology and improving overall product quality.
• Customer focus, communication & presentation skills, and the ability to work in a fast-paced team environment.
• Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.
• Proven examples of product, workflow, content, or policy enhancements that help customer and support delivery teams.

What We Offer

As a Supportability Program Manager at Microsoft, you'll enjoy a competitive salary and benefits package, as well as opportunities for career growth and development. Our typical base pay range for this role is USD $103,800 - $200,300 per year, although this may vary depending on your location and experience.

You'll also be part of a dynamic and inclusive work environment that values respect, integrity, and accountability. Our company culture is centered around empowering employees to achieve their full potential, and we offer a range of benefits and perks to support your well-being and success.

Career Growth and Development

At Microsoft, we're committed to helping our employees grow and develop their skills. As a Supportability Program Manager, you'll have opportunities to:

• Develop your technical skills and knowledge in areas like data analysis, business intelligence, and technical customer support.
• Build your leadership and program management skills, driving cross-functional teams and collaborating with stakeholders.
• Stay up-to-date with the latest trends and developments in Microsoft Security & Compliance products, driving innovation and improvement.

Work Environment and Culture

We're a remote-friendly organization, and this role can be performed from anywhere. Our company culture is built around flexibility, inclusivity, and collaboration, and we prioritize employee well-being and work-life balance.

We're committed to creating a culture of inclusion where everyone can thrive at work and beyond. Our employees come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals.

How to Apply

If you're a motivated and experienced professional looking to drive customer success in Microsoft Security & Compliance products, we want to hear from you. Please submit your application by May 29, 2024, to be considered for this role.

Microsoft is an equal opportunity employer, and we welcome applications from diverse candidates. We consider qualified applicants regardless of 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.

If you need assistance or a reasonable accommodation during the application or recruiting process, please don't hesitate to reach out.

Join us in revolutionizing the customer experience and empowering every person and organization on the planet to achieve more.