Customer Experience Engineering (CxE) is looking for a Senior Product Manager to join our product problem management team supporting Microsoft Purview Compliance. We are searching for an individual with an analytic and engineering mindset with passion for improving customer support experiences and product quality.
Microsoft Purview Compliance is growing to protect our customers, people, assets, and devices around the world. The vision continues to include solutions that go beyond making sure companies can meet all the compliance requirements, but also to discover and manage data including insider risks to our customers.
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
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Customer focus:
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Understand and identify opportunities to build customer support experience and product.
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Be the Voice of the Customer by identifying trends that generate customer calls, escalations, Crisit, and use that data to drive improvements back into the product.
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Collaboration:
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Partner with Purview Engineering and support teams to identify key problems causing pain points for our customers and be able to drive impactful and measurable resolutions.
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Identify, drive solutions and collaborate with partner teams to implement.
- Expected to create an inclusive and globally distributed environment that invites a diverse set of ideas to the table to deliver innovative, high quality, and timely solutions to problems.
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Data Driven Decisions:
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Define KPIs, ensuring all aspects of the service are instrumented and will delve deep into the data to identify key insights and drive decisions.
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Be able to consume large data and be able to analyze themes and trends toward improving product quality and support experience.
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Define metrics, tooling, and proactive solutions to enable support and engineering to quickly resolve support tickets.
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Have knowledge and awareness of new product feature releases and make sure support is ready to support new feature.
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Leverage problem management skills to identify both reactive and proactive steps to minimize impact of incidents and prevent their recurrence.
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Operational Excellence:
- Drive process improvements, methodologies, and technical instructions for Support and engineering groups based off the problem management analysis.
Embody our culture and values
Required/Minimum Qualifications
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Bachelor’s Degree AND 5+ years experience in product/service/project/program management or software development
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OR equivalent experience.
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 7+ years experience in product/service/project/program management or software development
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OR equivalent experience.
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Passion and advocacy for our customers.
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Technical problem-solving skills.
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A fast paced, exciting, globally distributed work environment where there are always new challenges and opportunities.
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Innovative thinking and relentless drive for results.
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Ability to work collaboratively with minimal supervision.
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Effective communication and presentation skills.
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Deep understanding of data analysis tools, practices, and querys languages. Knowledge of Microsoft Power BI is a plus.
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Experience with ITIL problem management methodology is a plus.
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Leadership: sound problem resolution, judgment, negotiating, and decision-making skills.
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2+ years experience with Microsoft Purview or other compliance products.
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3+ years experience leading supportability including experience in a customer facing or customer technical support role.
Product Management IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 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 $153,600 - $250,200 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 June 25, 2024.
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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.