Customer Experience Program Manager
1 week ago
Azure Customer Capacity Experience (AzCCX) team within Azure Core is a vibrant organization working with customers across the globe in delivering to the promise of the Microsoft cloud.
A solid and predictable capacity experience for customers on engaging with Microsoft and optimizing to protect capacity for high priority workloads is key to customer satisfaction and long-term retention.
The Region Management Team within AzCCX is focused on designing and implementing frameworks, processes, and systems to engage proactively with cloud capacity customers, fulfil their capacity needs, manage cloud capacity risks, deliver cloud capacity optimizations and analytics for external and internal customers to reliably fulfil their needs and measurably improve overall customer experiences across all touch points.
We are expanding the team in India to support upcoming National Clouds and looking for a passionate and knowledgeable Senior Program Manager to own and drive Region Management aspects for Compute resources.
As a Senior Customer Experience Program Manager you will work directly with Supply Chain teams to help them plan for upcoming capacity, with customers to fulfil and optimize their Azure resource usage, partner with Engineering, Infrastructure, Marketing, Field, Vendors/Contractors, and Customers to drive capacity optimization across Azure datacenters worldwide to ensure best customer experience in consuming Azure resources.
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.
QualificationsRequired Qualifications:
Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 3+ years experience in engineering, product/technical program management, data analysis, or product developmentOR equivalent experience
Other Qualifications:
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 3+ years experience in engineering, product/technical program management, data analysis, or product developmentOR equivalent experience.
Proven success working in a complex environment and across a diverse set of business, engineering, and operational stakeholders.
Demonstrated ability to engage with customers and partners to understand their business needs and priorities.
Experience in managing customer and partner communications.#azurecorejobs
Responsibilities
Service/Feature Advocacy and Enablement:
Proactively identify and analyze risks to the capacity health for Compute, trigger mitigation strategies and actions.
Identify opportunities for capacity optimization and efficiency improvements within Azure Compute infrastructure.
Navigate complex, strategic, high-profile customer event requirements and needs.
Partner with infrastructure, planning, and forecasting teams to drive capacity enablement across Azure data centers worldwide.
Partner with Capacity Support, Capacity Operations teams to review and address quota/capacity escalations for customers.
Blocker Resolution:
Resolve day-to-day issues within scope before escalation to other teams.
Enables support teams with necessary resources and guidelines to address customer issues.
Ecosystem Enablement:
Contribute to overall better efficiencies within our process/procedures through initiatives, automation, and other digital self-help tools to improve customer experience.
Establish, monitor, and report out against customer metrics and KPIs for the resources you manage.
Coordinates cross-functional teams of architects, engineers, and support to relay customer goals and may evaluate suggested actionable solutions.
Utilize analytics to gain insights into customer behavior and needs, driving improvements in customer experience.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect-
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