Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure Customer Experience (AzCXP) 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.
We are part of the Azure engineering organization and consider customer care experience to be critical to the overall success of Azure. Our team builds the Incident Management System (IcM), Azure Support Center and the Azure Support and Experience Platform. We create, define, and lead product offerings that set our customers up for success, empower them to solve problems, ensure they have a phenomenal experience if they need assistance, and ensure they are minimally impact by service outages. We empower 300+ product groups across Azure with intelligent capabilities that use the latest Artificial Intelligence, Large Language Models and Machine Learning technologies to deliver effective, agile and easy to use customer experiences across Azure services.
We are a team that loves big opportunities and as part of Azure we have consistently innovated and created new solutions to solve some of our most interesting problems. We value diverse opinions and new, forward-thinking ideas. We have great customer empathy and delight in understanding our customers’ needs. We use data and key Performance Indicator (KPIs) to guide, improve and grow the success of our programs. We are looking for Principal Product Managenent (PM) Manager to join our team.
Every day, our customers stake their business and reputation on our cloud. You can help AzCXP provide our customers with the world-class cloud services they need to succeed. We are looking for a Principal Product Management Manager to join our team.
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.
Responsibilities
We are looking for a Principal PM Manager to lead our efforts in transforming and improving the way Azure customer care is delivered through the application of AI innovations. You will bring the latest innovations in Artificial Intelligence (AI), Michine Learning (ML), Large Language Models (LLMs), User experience (UX), and diagnostic platforms together to execute on this. You will help build and lead a team of diverse product managers and utilize Microsoft’s core management principals of modeling, coaching, and caring in pursuit of your mission. You will work with senior leadership across the Azure organization and, where applicable, drive alignment and impact across Microsoft’s organizational boundaries.
This is a high impact role with elevated visibility with the Azure executive leadership team and ample opportunities to share success and receive support from them. The scope of responsibilities includes:
- Building, leading, and managing a diverse PM team using Microsoft’s leadership principles
- Driving a culture of quality, innovation, collaboration, and teamwork
- Developing a product roadmap and strategy for AI applications in our customer care platform
- Working with Azure executive leadership to create and maintain strategic alignment
- Engaging with engineering teams across Azure to align on dependencies and co-innovation
- Measuring and reporting on the success of the problem space through relevant metrics and Key Performance Indicator (KPIs)
- Partnering with UX designers and researchers to deliver world-class user experiences (UX)
- Partnering with data science teams to bring incorporate key insights
- Partnering with engineering to deliver impactful and innovative technologies
- Embody our Culture and Values
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree AND 8+ years experience in product/service/project/program management or software development
o OR equivalent experience. - 4+ years people management experience.
- Experience presenting to and managing product status with senior company leadership
- Experience with data analytics, AI, LLMs, and related technologies
Other Requirements:
- Ability 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: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Additional or Preferred Qualifications
- Bachelor's Degree AND 10+ years experience in product/service/project/program management or software development
o OR equivalent experience. - 6+ years people management experience.
Product Management M5 - The typical base pay range for this role across the U.S. is USD $133,600 - $256,800 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 $173,200 - $282,200 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
Microsoft will accept applications for the role until May 13, 2024.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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