Principal Product Manager- Manager
 Microsoft | |
 United States, Washington, Redmond | |
 Oct 01, 2024 | |
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OverviewAre you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? TheAzure CXPteam'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. The Azure Advanced Cloud Engineering & Supportability (ACE-S) Core Product Management team is responsible for driving the Azure support strategy across customer segments delivering world class support experience converting Azure customers to Azure fans. We are hiring a Principal Product Manager - Manager to lead a team of Product Managers focused on driving Delivery Excellence across programs for Azure commercial, ranging from white-glove support for Mission Critical customers to incubating and operationalizing new support modalities by providing strategic guidance, ensuring effective implementation of support processes, compliance to contractual obligations, 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 Delivery Excellence across Programs and Customer Segments: Provide direct and indirect leadership, engaging with organizational leaders to influence, develop and drive support delivery excellence across Azure commercial customer segments. Partner with senior stakeholders across Azure Product Engineering, Customer Support, Field, tooling development teams, and other units to identify and address process, skilling, and tooling gaps. Drive successful adoption of white-glove support programs for Mission Critical customers and their workloads, from end-to-end customer experience across different stages of pre-sales, intake, onboarding all the way to incident management, problem management, outage management and service improvement plans meeting established SLOs. Implement and lead initiatives to drive delivery efficiency, operational excellence and contractual compliance adhering to our delivery capabilities partnering closely with support delivery teams. Orchestrate efforts across PM and Delivery teams to identify areas of improvement and communicate to key stakeholders. 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. Foster a culture of collaboration, accountability, and customer-centricity within the team and across organizational boundaries. Partner across organizational boundaries to build and execute programs and initiatives aligned with strategic investments and OKRs. People Management: Managers deliver success through empowerment & accountability by modeling, coaching & caring. Model: Live our culture; Embody our values; Practice our leadership principles. Coach: Define team objectives & outcomes; Enable success across boundaries; Help team adapt & learn. Care: Attract and retain great people; Know every employee's individual capability and aspiration; Invest in the growth of others Skills: 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 senior client and partner relationships to meet current and future customer needs. Ability 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 | |