Principal Product Manager

at  Microsoft

The Microsoft 365 Sovereign Clouds Success Team is responsible for driving the expansion of our products into sensitive and regulated markets that were previously unattainable with our public cloud offerings. Our team is accountable for orchestrating the assembly and delivery of one version of an accreditable and profitable partner led (NCOE) Sovereign Cloud that enables the path to (NCOE) partner revenue and successful customer use. We’re hiring a Principal Product Manager who will drive the set up and operationalization of the Customer Support model for NCOE Sovereign Clouds.
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.

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree and proven years experience in product/service/project/program management or software development OR equivalent experience.
• Proven experience in product management, specifically within cloud services and support operations.
• Strong understanding of cloud technologies and the unique challenges of sovereign clouds.
• Excellent communication and collaboration skills to work effectively with diverse teams.
• Ability to navigate complex organizational structures and drive results.
• Strategic thinker with a customer-focused mindset.

PREFERRED QUALIFICATIONS:

• Solid understanding of cloud technologies and the unique challenges of sovereign clouds.
• Excellent communication and collaboration skills to work effectively with diverse teams.
• Ability to navigate complex organizational structures and drive results.
• Strategic thinker with a customer-focused mindset.
  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

• Function as the key interface to develop and implement a comprehensive Customer Support model for NCOE Sovereign Clouds including the process, tooling, the offer(s), delivery, and knowledge base.
• Work cross-org to create a support migration strategy to existing customers with support contracts that will remain on public cloud and partially on sovereign cloud including analysis on customer and support business impact.
• Drive clarity on the transition from Customer Support to Operations support; ensure proper escalation channels and processes are available and in place with NCOE.
• Collaborate with cross-functional teams to co-develop and bring appropriate NCOE support offer(s) to market.
• Educate and guide NCOEs on their role in providing Customer Support.
• Design and oversee the billing and support mechanisms for paid support services.
• Ensure alignment with Microsoft’s global Support strategies and compliance with local regulations.
• Drive continuous improvement in the support experience for NCOE Sovereign Cloud customers; monitor overall health of NCOE with regard to support is within acceptable limits.
• Provide an advisory role in how in-region teams and the NCOE should staff their support teams.