Senior Program Manager - CTJ


September 15, 2021

Every once in a while, a job comes along with the opportunity to positively affect Azure customer experiences. If you’ve been waiting for that kind of opportunity this may be the job for you. We are part of the Azure engineering organization where we consider great customer support experiences critical to the overall success of Azure.
Regardless of where the customer is in their Azure journey, Azure Customer Experience (CXP) Customer Reliability Engineering (CRE) team has combined a customer-first and engineering minded approach where we strive to design the complete customer experience from end to end. We are a team that loves big opportunities and as part of Azure we consistently innovate and create new solutions to solve some of our most strategic and challenging problems. You are probably thinking that this is just the punch line, but the truth is, we stick to our word.
As customers continue their journey to the cloud, security has become a big part of customer loyalty and trust when running workloads in Azure. The Senior Program Manager (Sr. PM) will also be involved in partnering with our Microsoft’s Security Response Center (MSRC) team around security incidents to send communications to affected customers. In addition, we have also partnered with Microsoft’s Cyber Defense Operations Center (CDOC) to be the escalated point of contact to make business approvals around government takedown requests. In addition to security, the Sr. PM will be working with our commerce and billing teams to notify customers of any issue impacting their environment.
You will be working with various internal stakeholders, which includes, Customer Support Leadership, Field representatives, Azure Engineering, and more. We don’t see other teams as different organizations but part of our family to deliver a balanced message to our customers while upholding Microsoft’s business values. The successful candidate will be able to demonstrate breadth while managing complex, highly available systems, with a deep understanding of the underlying components (Azure Platform, commerce, billing, subscription management), and work directly with Customers, Customer Support, Livesite Teams, and Engineering.
Another aspect of the position is our on-call shifts, where we work with our engineering teams to communicate critical events to respective customers during an outage. This position will require approx. 20% of time on-call to manage urgent customer issues.
The scope of responsibilities includes:
  • Collaborate closely with Engineering/PM to drive product improvements based on customer signals
  • Improve Customer experience by analyzing signals from various sources to analyze nebulous situations
  • Using automation to make processes more efficient
  • Ability to drill into data not only for investigations but to help make strategic decisions
  • Document and train others on the team for consistent refreshes of issues and materials within the program
  • Partner with our security teams to drive proper communications to customers and the field
  • Excellent collaboration, organizational, time management skills.
  • Data driven with a focus on business results for projects undertaken.
  • Demonstrated ability to develop key partnerships.
Required Skills:
  • Experience in a cloud environment
  • Experience in customer facing role or have some security experience
  • Experience with SQL DB, Azure Data Explorer or other queryable languages
Preferred Skills:
  • Desired Technical expertise on Azure services and capabilities and/or cloud platforms
  • Communication skills that allow you to take lead and control the communication with customers, internal Microsoft stake holders and third-party vendors.
  • Demonstrates strategic thinking, quantitative and analytical skills, team leadership, and collaboration
  • Excellent problem resolution, judgment, negotiating and decision-making skills
  • Effectively manage and prioritize multiple tasks in accordance with high level objectives/projects.
  • Excellent written and oral communication skills required; Ability to communicate to a variety of audiences; including high-profile customers, executive management, and engineering teams.
  • Desired BS/BA in Computer Science, Engineering, Math or equivalent experience
  • Most importantly though, we are looking for someone who can act as the customer’s advocate within Azure to help us cut through the noise to drive the best experience for our customers.

: You will needed to travel a few times during the year as needed.

Security Screening

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.
  • US Citizenship: The successful candidate must be a U.S. Citizen. Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
  • Top Secret Poly Clearance: The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government 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 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.