Senior Product Manager

Microsoft is a company where passionate innovators come to collaborate, envision what can be and take their careers further. This is a world of more possibilities, more innovation, more openness, and the sky are the limit of thinking in a cloud-enabled world.

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure CXP 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 the Azure Customer Experience (CXP) team, and we are looking for a Senior Product Manager to join our team to help drive the next generation of our customer care, trust, reliability, engagement, and observability experiences.

We are part of the Azure engineering organization and consider great customer support experience critical to the overall success of Azure. We create, define, and lead product offerings that set our customers up for success, empower them to solve problems, and ensure they have a phenomenal experience if they need support. We empower 200+ product groups across Azure with apps, platforms, intelligent insights, and all the capabilities needed to enable consistent and excellent 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 strong customer empathy and delight in understanding our customers’ needs. We use data and KPIs to guide, improve and grow the success of our programs.

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.

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

As Senior Product Manager on our team, you will have a direct and clear impact 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), Machine Learning (ML), Large Language Models (LLMs), User experience (UX) to help Support Engineers troubleshoot customers issues efficiently. In this role, you will work closely with talented engineering and Data Science teams, collaborating with a diverse set of stakeholders across Azure. Our work has high visibility with the Azure leadership team and ample opportunities to share our successes and receive support and guidance from them.

The scope of responsibilities includes:

• Developing AI strategy and roadmap for Azure Support Center.

• Creating product/feature specifications with visual and written designs.

• 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.

• Listening to internal customers and partners to understand their scenarios and challenges. Engaging with partner teams across Azure and Microsoft to drive alignment on dependencies.

• Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture) .

Qualifications

Required Qualifications:

• Bachelor’s Degree AND 5+ years’ experience in product/program management or software development

o OR equivalent experience.

• Experience utilizing data to drive key business decisions.

• Experience presenting and managing product status with senior leadership.

Additional Requirements:

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 AND 7+ years experience in product management

o OR equivalent experience.

• Proven ability to lead through ambiguity while partnering across organizations.

• Demonstrated ability to come up-to-speed quickly on a new technical domain.

• Experience expressing designs visually and partnering with UX designers to deliver delightful user experiences.

• Experience with AI, LLMs with data analytics and related technologies, including Kusto (Azure Data Explorer), SQL, and PowerBI.

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 September 7, 2024.

#PRIMOjobs

#AzCXP

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .