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 passionate about cloud computing technology and driving growth in one of Microsoft's core businesses, then look no further than the Azure Customer Experience Team!   The Azure Customer Experience team is a product and service engineering team within Azure Engineering responsible for migrating customers to Azure, ensuring reliable and resilient architecture, and managing the end-to-end care of Azure customers and their workloads.

The success of Azure depends on world-class customer support, and we are seeking a Principal PM to envision our hyper personalized support experience and determine how to measure the success of the effort.  You will evaluate our existing support experience and deeply understand pit falls to the current experience via research and data analysis.  Taking the key insight from this work to propose new support experiences and drive new measures of success to ensure we have a true 360° view of customer success.

Responsibilities

In this role, you are responsible to research and gain insight into the current support experience, identify gaps and to partner with stakeholders across support, engineering, and field to drive critical initiatives that improve how we provide support to Azure customers.

This includes:

• Acquire deep understanding of how Azure customers receive support today to arrive at meaningful hypotheses for future state support experiences and what it takes to deliver them. Understand the day in the life of a customer using Azure and how they perceive their interactions with our support services. Use research and data to back up your findings.  
• Leverage existing KPIs/data and as needed establish new measures/data to provide 360° visibility into the “true” customer experience.
• Work with technical PMs, business leaders, engineering to implement vetted hypotheses to deliver customer experience and process improvements for Azure support
• Manage multiple initiatives that requires frequent communication, organization/time management and problem-solving skills
  
  

You possess the following attributes

• Self-starter with the aptitude to learn & walk in the shoes of our customers.
• Discomfort with the status quo – always sees opportunities for improvement
• Self-motivated, confident working at a senior level
• Strong communication skills with the ability to build partnerships - across a complex stakeholder network.
• Has consensus building mindset who leads with diplomacy.
• Good at storytelling

Qualifications

Requirements:

• BA/BS degree or equivalent practical experience
• 7+ years of program/product management experience

Preferred Qualifications:

• Experience in marketing/customer research
• Deep understanding of the power of databases, business intelligence suites and data analysis tools. Ability to use these tools to do data analysis
• PowerBI, SQL, and other data query languages and tools
• Strong product management mindset
• Background in business process design
• Proficient at gathering and defining customer requirement
• A history of being data-driven in your approach, or when soliciting support for proposals/new ideas
• Experience with customer support

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.