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Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure Customer Experience (AzCXP) 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.

We are part of the Azure engineering organization and consider customer care experience to be critical to the overall success of Azure. Our team builds the Incident Management System (IcM), Azure Support Center and the Azure Support and Experience Platform. We create, define, and lead product offerings that set our customers up for success, empower them to solve problems, ensure they have a phenomenal experience if they need assistance, and ensure they are minimally impact by service outages. We empower 300+ product groups across Azure with intelligent capabilities that use the latest Artificial Intelligence, Large Language Models and Machine Learning technologies to deliver effective, agile and easy to use customer experiences across Azure services.

We are a team that loves big opportunities and as part of Azure we have consistently innovated and created new solutions to solve some of our most interesting problems. We value diverse opinions and new, forward-thinking ideas. We have great customer empathy and delight in understanding our customers’ needs. We use data and key Performance Indicator (KPIs) to guide, improve and grow the success of our programs.

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. We are looking for a Principal Product Management Manager to join our team.

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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

The Azure Solutions Platform is the engine that powers self-help and troubleshooting experiences for Azure. It offers a broad and powerful set of solutions used by Azure customers, Support Engineers and Directly responsible individual (DRIs).

This is a high impact role with elevated visibility with the Azure executive leadership team and ample opportunities to share successes and receive support from them. The scope of responsibilities includes:

• Building, leading, and managing a diverse Product Management (PM) team using Microsoft’s leadership principles.

• Driving a culture of quality, innovation, collaboration, and teamwork.

• Developing a product roadmap and strategy for Azure Solutions Platform.

• Working with Azure executive leadership to create and maintain strategic alignment.

• Increase usage of Artificial Intelligence, Large Language Models and Machine Learning to improve user experience.

• Engaging with engineering teams across Azure to align dependencies and co-innovation.

• Measuring and reporting on the success of the problem space through relevant metrics and KPIs.

• Partnering with UX designers and researchers to deliver world-class user experiences (UX).

• Partnering with data science teams to bring incorporate Artificial Intelligence (AI) and Machine Learning (ML) as applicable.

• Partnering with engineering to deliver impactful and innovative technologies.

Other

• Embody ourCulture (https://careers.microsoft.com/v2/global/en/culture) & Values (https://www.microsoft.com/en-us/about/corporate-values)

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree AND 8+ years experience in engineering, product/technical program management, data analysis, or product developmento OR equivalent experience.

• 4+ years people management experience.

• 3+ years experience managing cross-functional and/or cross-team projects.

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.

Additional or Preferred Qualifications

• Bachelor's Degree AND 10+ years experience in engineering, product/technical program management, data analysis, or product developmento OR equivalent experience.

• 4+ years people management experience.

• 8+ years experience managing cross-functional and/or cross-team projects.

• Experience building and managing a great performing Product Management team.

• Experience presenting to and managing product status with senior company leadership.

• Experience leveraging Artificial Intelligence, Large Language Models and Machine Learning to deliver great customer experiences.

• Experience driving cross-company and cross-organization products and programs.

• Experience using data to drive prioritization and measure progress.

• Experience managing multiple concurrent projects in a fast-paced environment.

• Experience translating customer requirements and scenarios into features, including writing software specifications with user experiences.

• Exceptional collaboration and communication skills (verbal and written.)

• Experience with data analytics and related technologies. Including Kusto (Azure Data Explorer), SQL, Extract, transform, and load (ETL) technologies, Machine learning (ML), and PowerBI

Product Management M5 - The typical base pay range for this role across the U.S. is USD $133,600 - $256,800 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 $173,200 - $282,200 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 May 19, 2024.

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Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .