New 
Principal Product Manager - Manager
 Microsoft | |
 United States, Washington, Redmond | |
 Oct 05, 2024 | |
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OverviewAre you a customer-obsessed, Artificial Intelligence (AI) - curious problem-solver who thrives in an inclusive, collaborative global team? TheAzure Customer Experience Platform (CXP)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. Azure is the fastest-growing business in Microsoft's history and is the foundation of Microsoft's Cloud Services. Continuing this success, Azure has expanded into the Government and Sovereign space with its mission-critical cloud, delivering breakthrough innovation and security to those customers and their partners. The Azure Advanced Cloud Engineering & Supportability (ACE-S) Core Product Management team is responsible for driving the Azure support strategy into sensitive and regulated markets that were previously unattainable with our public cloud offerings. Our team partners with the teams responsible for orchestrating the creation and delivery of a unified, accreditable, and profitable partner-led Sovereign Cloud, paving the way for operating partner revenue and successful customer adoption. We are hiring a Principal Product Manager - Manager to support the Azure Customer Support delivery teams by providing strategic guidance, ensuring the effective implementation of support processes, and facilitating seamless collaboration between teams to enhance the overall 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. 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.
ResponsibilitiesDrive Customer Support Strategy and Product Management:Provide direct and indirect leadership, engaging with organizational leaders to influence, develop and drive support strategies for Azure US Government and international sovereign clouds.Partner with stakeholders across Azure Product Engineering, Customer Support, Field, tooling development teams, and other units to innovate and meet customer needs.We currently offer premium white-glove support offering for our top, strategic Azure commercial customers as a paid offering. Scale this sought-after white glove support offering across Government and Sovereign support, partnering with support delivery and Offers team.Assimilate insights from multiple dashboards and data sources to analyze support data, customer signals, market direction, and competitors' strategy to support investments and strategic direction.Oversee the execution of support programs, ensuring alignment with Azure's strategic goals.Partner with Government and Sovereign Cloud Support Delivery Leaders and Managers to optimize and evolve support operationsManage project planning, risk mitigation, and communication for support delivery.Foster a culture of collaboration, accountability, and customer-centricity the team and across organizational boundaries.Build the team's Objectives Key Results (OKRs), drive semester planning process and partner with engineering teams to prioritize requirements for the unique needs of US Gov clouds and International Sovereign clouds.Partner across organizational boundaries to build and execute programs and initiatives aligned with strategic investments and OKRs.Drive Support Experience Parity for Sovereign and Government with Azure Commercial Offerings:Identify technology, tooling and process gaps between Government and Sovereign clouds vs. Azure commercial, assimilate requirements, and partner with engineering teams to drive parity.Identify product opportunities and drive improvements to enhance supportability and customer satisfaction.People Management:Managers deliver success through empowerment and accountability by modeling, coaching, and caring.Model: Live our culture; Embody our values; Practice our leadership principles.Coach: Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.Care: Attract and retain great people; Know every employee's individual capability and aspiration; Invest in the growth of othersSkills:Demonstrated product/program management skills with a track record of delivering successful outcomes.Demonstrated ability to lead cross-functional teams.Effective collaboration, influence, and communication skills.Executive presence and demonstrated ability to build, extend and maintain client and partner relationships to meet current and future customer needsAbility to simplify and communicate complex concepts to executive leadership.Proven ability to excel in ambiguous environments and meet tight deadlines.Networking and interpersonal skills, with the ability to build rapport with leaders and personnel at all levels.Other: Embody our Culture & Values | |