Senior Supportability Program Manager at Microsoft

, , United States -

Full Time

Start Date

Immediate

Expiry Date

11 Apr, 26

Salary

203600.0

Posted On

11 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Technical Support, Program Management, Customer Support, Automation, Machine Learning, Diagnostic Tools, Collaboration, Problem Solving, Communication, Migration Strategies, Training Development, Data Visualization, Product Management, Customer Experience, Technical Consulting

Industry

Software Development

Description

Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. As a Senior Supportability Program Manager, you will be pivotal to anticipate, understand, and solve product or support issues and drive a great Microsoft customer support experience. You will partner closely with Microsoft Technical Support key stakeholders and product experts across the company to identify opportunities to improve Microsoft products and envision self-serve capabilities, diagnostic tools and automation capabilities. This opportunity will allow you to accelerate your career growth and hone your technical expertise regarding Microsoft products. You will develop deep technology and industry knowledge and become adept at designing the Microsoft technical support experience. 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. Responsibilities Data Utilizes data from backend and product data; collaborates across SBU/Engineering team to merge data; identifies new and innovative ways to analyze data and trends; leverages and/or builds dashboards with Customer Service and Support (CSS) and Engineering by filling requests, identifying data pulls that they need. Help and Customer Support Leads efforts for complex integrations in partnership with the product group for to help customers who have integrated new products and solutions with any required preparations, solution generation, and support during the integration process. Identification and Prioritization Performs reviews of multiple feature areas and assesses the potential risk to the customer experience. Proposes and validates potential resolutions for user or product experience. Leads collaborative efforts with development teams (e.g., communities, customer facing teams) to create solutions. Partners on more advanced automated solutions, workflows, readiness, and/or process improvements (e.g., bots, Machine Learning, diagnostic tools) for delivery teams and/or customers for the full product life-cycle including future launches. Monitors and analyzes feature usage data and partners with engineering leadership to identify opportunities for new features, tools, or capabilities in products/services. Identifies opportunities for new features, tools, or capabilities in products/services and identifies. Identifies patterns in data sources, incorporates new data sources, and prioritizes issues and risks for moderate to highly complex products. Leverages external information (e.g., web, blogs, reviewers, telemetry) to validate and synthesize data into action (e.g., create new diagnostic and telemetry, tools, product changes). Collaborates with delivery team to identify issues and risks. Raises risks and acts as an evangelist for solutions. Migration Strategies and Messaging Influences the development of migration strategies for technology changes. Provides insights for the development and sharing of migration messaging for new or updating technologies. Mitigation Management Communicates issues, status, mitigation options, and trends to relevant stakeholders and tailors messaging to a broader audience. Reports the impact of mitigation on operational metrics (e.g., customer satisfaction, cost) and analyzes feedback to drive further improvement in customer experience. Collaborates bi-directionally with engineering on customer issues or suspected customer issues in effort to guide engineering on how customers will see the issue, their reactions, and questions for a broader audience. Collaborates with other partners (e.g., delivery teams) to support executive customer escalations. Identifies issues with current trending issues and past pain points within software, products, and processes to ensure issues are addressed in the future. Anticipates issues, assesses impact, identifies and implements mitigation solutions for their area of focus and measures mitigation impact to customer experience across issue lifecycles and geographies. Identifies mitigations used across all areas of focus, including cross-products/programs, and recognizes elements that are appropriate to apply to their area of focus. Partners with engineering teams to drive mitigation and implement solutions. May reach out to third parties to address when their respective product/changes impact Microsoft customers. Leads the development and management of self-help platforms to curate and train on content. Opportunities Analyzes the experience, the voice of the customer, and delivery team at a market and/or company level. Raises opportunities to stakeholders for sponsorship, reviews experiences of other business units or competitors, and identifies ways to incorporate into their strategies to drive continuous improvement and growth in current and future products/versions. Finds supportability efficiencies between related products and technologies at Microsoft. Generates energy and maintains expectations around new products, solutions, and offerings. Presenting Issues and Risks Serves as a point of contact and trusted advisor to the product group for moderate to highly complex products. Partners with engineering and delivery teams to use a data-driven approach to communicate the customer story to a variety of audiences (e.g., customer support services leadership, engineering leadership) and issues/impact with engineering partners. Release Management & BETA Testing Leads efforts to assess to-be-released features through user testing and reports identified issues to Engineering teams. Support Readiness Identify the tools that help a support engineer learn how to support particular features or capabilities. Trends for a new feature and run diagnostics within the early stages of a product or during new feature releases. Leads the development of troubleshooting tools. Identifies support boundary challenges and contributes to their resolution. Leads product quality of feature releases and support readiness. Leads collaborative work with engineering teams to help transfer knowledge to Delivery teams. Builds, develops, and curates content as part of that knowledge transfer process. Leads ideation and creation of new training content for products as required for internal or external trainings, and sets expectations for training requirements. Participating or presenting to large external customers on feature functionality, as needed. Develops educational learning objectives (ELOs) and identifies technical requirements that support learning objectives for technical trainings. Develops assessments (e.g., knowledge test, skill demonstration, case studies) to measure the acquisition of technical competencies against learning objectives. Taxonomy Serves as data steward across product lines to ensure they take a consistent approach, strategically forward thinking, and accurate. Qualifications Required/minimum qualifications Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis) OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis) OR 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis). Additional or preferred qualifications Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis) OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 12+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis) OR 14+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis). 5+ years technical support-related experience. 5+ years experience in program management or technical program management. 5+ years experience in data analysis and visualization (e.g., Power BI). Supportability IC5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 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 $137,600 - $222,600 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 This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

The Senior Supportability Program Manager will anticipate and solve product or support issues while driving a great Microsoft customer support experience. This role involves collaborating with stakeholders to improve products and envision self-serve capabilities.