Senior New Product Experience Program Manager
 Microsoft | |
 United States, Washington, Redmond | |
 Oct 04, 2024 | |
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OverviewThe business landscape is rapidly evolving with the next digital revolution, driven by the move to the cloud and the adoption of AI. M365 is at the forefront of this transformation with a growing suite of services and offerings, including Microsoft Copilot, Viva, Teams and more. We are seeking passionate candidates with experience in deploying M365 Services for organizations to help us redefine the customer and product success. The New Product Accelerator (NPA) team is a key component of the New Product Playbook (NPP) within Customer Success Engineering. We are a diverse, global team of highly motivated, talented, and customer-obsessed engineers who thrive on the balance of engineering and customer disciplines. Our team is dedicated to learning about the latest in collaborative technologies while solving complex engineering challenges in global, multifaceted environments for agile SaaS platforms. We are collectively passionate about identifying & removing blockers to innovating the customer experience. As a Senior New Product Experience Program Manager, you will be responsible for identifying and removing blockers for M365 products, including new ones such as Copilot. You will perform feedback analysis, collaborating with engineering teams to implement enhancements. This opportunity will allow you to drive proactive strategies for product stability, feature enrichment, and growth during the early product lifecycle. You will also be developing a lasting and trusted relationship M365 engineering and support partners. You will also rapidly iterate and scale experiences through supportability, diagnostics. By developing trusted relationships with key stakeholders, you will ensure that customers receive an exceptional engineering support experience every time. Additionally, you will also be the voice of the customer and have an effective connection into M365 service teams, to identify recurring issues and feature requests to drive product improvements. You will lead product growth driven by enhancing customer 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.
ResponsibilitiesIdentifies and evaluates early signals such as adoption blockers, bugs, recurring issues, feature requests, and design change requests to drive product improvements by maintaining effective collaboration with M365 engineering teams and providing direct feedback from customers. Gathers and synthesizes feedback from challenging and/or strategic customers and partners with broader context (e.g., industry and regulatory needs/standards) to learn ways in which customers and partners use the product and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Collaborates with partners and stakeholders to discuss product strategy and product roadmaps by understanding customer scenarios. Helps implement automation of complex solutions and new features/tools to improve products. Consistently shares insights and best practices with customers and internal partners on these product improvements. Identifies and recommends changes to content improvement or troubleshooting guides. Manage the Tenant health operations to drive customer growth and consumption on Microsoft 365 cloud services.Lead experience reviews with support partners and engineering stakeholders and conduct blocker reviews with leadership to ensure seamless customer experiences and timely resolution of issues. Strategizes, recommends and helps develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks). Recommends solutions for closing skill gaps on readiness needs. Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the discipline. You will contribute to the development of training content by conducting internal learning sessions and creating best practices, enabling teams to expedite customer acceleration and integration. Proactively manage health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment, including all complex pending issues are resolved. Provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft. Showcases the functions and purposes of new deployment to the customers and answers their questions/concerns. Serves as a connecting point between the engineering team and customers leadership throughout the solution lifecycle. Conducts feature reviews on new deployment to identify gaps and content improvement opportunities. Provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. Engages with customers to understand their business and availability needs to then develop guidance to meet deployment needs. Manages complex escalations on customer issues from the support or field teams. Escalates specific customer issues to appropriate teams, seniors or managers within the team, if more assistance is needed. Conducts impact analysis to determine the priority of the escalations. Conducts root-cause analysis of the issues and convert issues to improvement opportunities. Communicates progress and keeps stakeholders aligned with respect to escalations. Serves as an escalation resource in areas of subject matter expertise. Represents team on highly complex issues and answers a large variety of technical questions and concerns. Acts as a voice of customers (VOCs) to directionally inform relevant product and business groups on customers product experience and usage. Helps relevant product and business groups to identify upscale and new customer opportunities. Leverages customers' feedback to provide input on business plans developed by the product and business groups. Identifies customer usage patterns and shares insights on reoccurring customer issues with relevant product and business groups. Engages with feature and product groups on redesign/customer requested changes for Microsoft products. Closes the loop of feedback with the customers on product features. * Partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to prioritize, unblock, and resolve complex customer issues. In collaboration with internal partner team, delivers solutions back to the customers. Facilitates discussions with stakeholders on customer progression and common types of customer issues. Builds partnerships with internal technical teams to prepare for new feature/product launch and update the troubleshooting resources and internal and external content. Communicates the translation of signals into actionable insights/trends to product teams. Other * Embody our culture and values | |