Senior Customer Experience Program Manager

May 13, 2024

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Job Description

The Azure Customer Experience (CXP) Program Management Office (PMO) is seeking a Senior Customer Experience Program Manager who is looking for an opportunity to make a significant impact on customer success with the feedback they provide. They enjoy working with strategic enterprise customers to understand their needs and would be excited to effectively enable their migration, maturation, and… business transformation to Microsoft cloud. The CXP PMO team provides holistic customer care and engineering-level engagement through stewardship to innovate and improve their experience and success in Azure.
We are seeking a highly analytical and programmatic Insights Senior Customer Experience Program Manager to deliver actionable qualitative and quantitative insights through the measurement of customer satisfaction, gathering and triaging customer feedback, and ensuring great experiences of the Azure platform to our customers. You will bring the voice of the customer to Azure engineering service teams to drive product improvements and increase customer satisfaction with Azure.
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.
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.
Responsibilities
You will be a key contributor and customer advocate for our automation strategy of building systems & processes that simplify our triage and delivery of insights, and your areas of responsibilities will include:
? Customer Insights Analysis: Analyzes evidence-based data and leverages insights to drive engineering alignment using Customer Stories & Reports that deliver an understanding around customer pain points, customer challenges along with competitive challenges related to quality and resiliency themes.
? Insights Reports: Synthesizes insight reports and communicates a comprehensive view of top customer pains quantified by return-on-investment implications to address systemic issues impacting customer experience. Collaborates with engineering product teams on a transparent & consistent process for acknowledging and responding to scenarios.
? Leverages learnings to build engineering-backed roadmaps for prioritized scenarios.
? Guidance for Additional Research: Provides guidance for conducting additional research to address customer evidence gaps. Facilitates direct engagement with customers via online community engagement.
? Stakeholder Alignment: Leads and orchestrates v-teams through a predictable and unified rhythm of business cadence. Coordinates feedback delivery and close the loop with Feedback partners on status of asks.
? Continuously Improve the Insights Program: Gathers feedback from stakeholders and customers to identify areas for improvement. Refines and iterate program processes, tools, and strategies based on data and feedback.
Embody our culture and values 
Qualifications
Required 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.
? 3+ years experience working on Azure cloud services
? 3+ years experience working on data analysis
? Proficient in orchestrating interactions with clients and guiding them through complex processes.
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.
Preferred Qualifications
? Bachelor’s Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development
? OR equivalent experience.
? 6+ years experience working on data analysis
? 5+ years customer facing experience.
? Skilled communicator adept at engaging in technical discussions with stakeholders.
? Employs a systematic approach and understands process standardization.
Customer Experience Program Mgmt IC4 – The typical base pay range for this role across the U.S. is USD $112,000 – $218,400 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 $145,800 – $238,600 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 April 13, 2024.
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations

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