Customer Experience Program Manager - CTJ - TS/SCI

Overview

Microsoft has an exciting opportunity for a Customer Experience Program Manager in the Customer Advocacy and Engineering (CAE) team within the Microsoft Specialized Cloud organization. This team is responsible for customer deployments within air-gapped environments. In this role, you will have the opportunity to work with engineers who enable a broad set of Azure services to be consumed by internal and external customers in highly secured and regulated industries.As a Customer Experience Program Manager, you will serve as a trusted advisor for strategic customers operating mission-critical workloads. You will partner closely with engineering, product, support, and field teams to drive customer success, accelerate adoption, resolve complex technical challenges, and manage high-priority escalations. The successful candidate combines demonstrated technical acumen, customer obsession, and cross-functional leadership to translate customer needs into actionable engineering priorities and deliver meaningful customer and business outcomes.

At Microsoft, our mission—to empower every person and every organization on the planet to achieve more—guides how we partner with customers to deliver trusted, impactful solutions. With a growth mindset culture, we innovate responsibly and measure success by shared progress—people, teams, and customers. Join us to do meaningful work that changes the world and helps shape what’s next for everyone.

Responsibilities

• Drive and effectively manage strategic and complex projects with executive visibility and critical dependencies across a variety of cross functional teams.
• Interface with customers and/or internal stakeholders to gain necessary information to align project timelines, provide updates, and adapt plans to changing goals.
• Communicate effectively to keep all the stakeholders (internal Microsoft & customer) informed of the progress of the project, issues, blockers, successes, and impact to drive adoption and realize value.
• Manage engineering projects through Azure Dev Ops (ADO) or like engineering services tool, focused on prioritization, planning, scheduling, risk management, quality control and effective and efficient decision making for customer projects.
• Understand the technical challenges, constraints and blockers faced by customers and provide recommendations for solving these challenges by suggesting multiple solutions and workarounds along with pros and cons for each approach, to enable the customer / partner team to successfully deploy solutions
• Develop a deep understanding of how internal and external customers use Azure to drive adoption and refine and iterate program processes, tools, and strategies based on data and feedback.
• Be Voice of Customer to share insights and leading practices and partner with engineering, compliance, commerce, legal, and other Microsoft teams to gather feedback and translate customer demand signals into platform priorities to improve or unblock Azure solutions.
• Embody our culture and values

Qualifications

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.

Other Requirements

Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or
government security screening requirements are required for this role. These requirements include,
but are not limited to the following specialized security screenings:

• The successful candidate must have an active U.S. Government Top Secret/SCI Security Clearance.
  Ability to meet Microsoft, customer and/or government security screening requirements are
  required for this role. Failure to maintain or obtain the appropriate clearance and/or customer
  screening requirements may result in employment action up to and including termination.
• Clearance Verification: This position requires successful verification of the stated security
  clearance to meet federal government customer requirements. You will be asked to provide
  clearance verification information prior to an offer of employment.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud
  background check upon hire/transfer and every two years thereafter.
• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due
  to citizenship-based legal restrictions. Specifically, this position supports United States federal,
  state, and/or local United States government agency customer and is subject to certain
  citizenship-based restrictions where required or permitted by applicable law. To meet this legal
  requirement, citizenship will be verified via a valid passport, or other approved documents, or
  verified US government Clearance

Preferred/Additional Qualifications

• Bachelor's Degree Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 10+ year(s) experience managing cross-functional and/or cross-team projects.
• 10+ year(s) experience leading and managing customer facing projects.
• Dependable communication skills, verbal and written, with experience communicating to multiple stakeholder groups such as engineering, customers, end-users, and executives.
• Ability to work in a dynamic, fast-paced environment with lots of context switching.
• Proven initiative and influence with demonstrated ability to solve multifaceted and complex problems requiring the effort and impact of a diverse cross team.
• Demonstrated ability to engage with customers and partners to understand their business needs and priorities.

Customer Experience Program Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $160,200 - $261,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

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.