Microsoft – Looking For Program Manager 2 at Redmond, WA Full Time

The Identity Advanced Cloud Engineering team is part of the Security, Compliance, Identity, and Management organization in Microsoft focus on building long term relationship with customers through a support experience and service monitoring led by engineering teams resulting in increased satisfaction and consumption of services.

We are the nexus of customer engagement; engaging directly with customers during their most crucial moments requiring deep engagement with engineering while deploying and using Azure Active Directory and related technologies.

The Microsoft cloud business is experiencing unprecedented growth. As companies embark on their digital transformations, they rely on Microsoft’s identity cloud services to give them secure, convenient, manageable, digital relationships with employees, customers, and business partners. Tens of thousands of organizations and more than 1 billion end users connect using Microsoft identity services to over 1 million applications each month. It is our job to keep their personal and professional data safe and secure and to keep innovating in a rapidly changing digital landscape.

Within Identity Engineering team, the Identity Advanced Cloud Engineering (ACE) Team, is responsible for helping customers to achieve more by monitoring customer service health and providing outstanding support experience for the most complex problems encountered by Microsoft’s top customers. We are looking for a Program Manager to drive customer engagement prioritization, define and enable new customer experiences, customer onboarding, analyzing data to understand patterns to prioritize service improvements, and helping to unblock the team resulting in higher customer satisfaction and long-term customer value.

An ideal candidate for this role has experience operating and 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 in a highly consequential 24x7x365 environment. 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.

#IdentityJobs

Responsibilities

• Directly engage and support Customer 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

• Desired B.S./B.A. Degree in Computer Science, Engineering, or related field of study
• 5+ years’ direct customer engagement experience, either in an engineering role with a strong customer focus, or a field role with a strong technical focus

Preferred Qualifications

• Outstanding 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 critical thinking and 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

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.

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.