Microsoft Looking For Principal Customer Engineering Manager at Redmond, WA Full Time

The world of business is undergoing a significant shift with the next Digital Revolution, moving to the cloud. Azure is at the forefront of this movement, with an ever-expanding array of services and offerings empowering every organization to achieve more. The Azure Customer eXPerience engineering (CXP) team is a catalyst for this change, responsible for building innovative solutions to improve our customer experiences from onboarding to support.

We are looking for a highly motivated, technically curious, customer-focused, and empathetic people manager to join our incubation team as a Principal Customer Engineering Manager. Our team is responsible for incubating, experimenting, and scaling new support experiences. The challenge for the next year is to scale Chat as a support modality across Azure services and customer segments, while also identifying the next experience to incubate. This role will be at the center of delivering this outcome.

To be successful in this role, you must look for ways to improve the support experience for our customers. You will be working with the Customer Support delivery organization to scale chat and newer support modalities across Azure. You will also be working with various Azure engineering teams to improve our products and tooling to reduce customer pain time, improve engineer efficiency and increase customer self-help adoption. As a people manager, you will lead a frontline support delivery team within the Azure engineering organization. You will preferably have experience managing real-time support (phone support and/or technical call center).

Responsibilities

Lead a high-performing support delivery team across various Azure services. These customer engineers will support Azure customers via chat and other support modalities. Demonstrate strong operational rigor to deliver outstanding customer support and improved engineer efficiency resulting in exceptional customer satisfaction (CSAT).

Enable a customer obsessed environment where team members can relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues.

Partner with PM team and engineering stakeholders to improve the product, support diagnostic tools and operational processes that lead to reduced Customer Pain Time (CPT), increased support engineer efficiency and throughput, increased customer self-help adoption and improved Customer Satisfaction.

Own one or more Azure technology areas, and work with customer support delivery teams as well as Azure engineering to scale chat (and new support modalities) across these service areas.

Pilot and incubate new support experience, partner with PM teams to continually improve them and be able to operationalize broadly across Azure in partnership with delivery, PM, and engineering stakeholders.

Create an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provide ongoing feedback that helps direct reports improve their performance. Promote a positive environment across the organization by modeling behavior that promotes good morale.

Mentor, Coach and Enable team members in different career stages to accomplish their career goals and business objectives.

Qualifications

Required Experience:
8+ years of experience delivering solutions and support to enterprise customers.

3+ years of people management experience, building, managing, and leading highly technical, customer-facing team in a fast-paced environment.

Preferred Experience: We are seeking candidates with experience managing real-time support (phone support and/or technical call center)

Education: Bachelor’s degree in Computer Science or equivalent practical experience. MBA optional.

Drive for Results: The ability to meet deadlines in a fast-paced environment is required.

Judgment: Excellent business judgment and the ability to simplify and communicate complicated concepts to executive leadership. Successfully persuade and influence others.

Customer Focus: Anticipate customer/partner needs and proactively meet and exceed customer and partner expectations. Recognize the issues that customer/partner wants to resolve and create or facilitate the creation of products and services to address customer/partner needs.

Accountability: Demonstrated track record of establishing goals & exceeding them. Take responsibility and hold others accountable for actions, decisions, and goals.

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.

#AzCXP, #AzCXPACE, #AzCXPACEChat #AzCXPChat

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.