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Senior Supportability Program Manager - Commercial Programs

Company: Microsoft Corporation
Location: Redmond
Posted on: June 12, 2021

Job Description:

Customer Experience & Success

  • Do you want to empower every person and every organization on the planet to achieve more?
  • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
  • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

Our culture is built around attributes that drive our every decision and our every action:

  • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
  • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
  • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
  • Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.

As a Senior Supportability Program Manager (SPM) you will have the opportunity to apply your full range of technical and professional skills in a highly visible role as we work alongside our Product Engineering, Supportability, and Customer Support teams to build a framework that will continue to respond more swiftly and smoothly to the needs of our customers.


  • 4+ years of Technical or Non-Technical Program/Product Management experience
  • Experience with BI, Analytics, Excel Pivots and Power BI


  • Experience in a Contact center environment
  • Passion for technology and improving overall product quality
  • Strong customer focus, excellent communication skills, and the ability to work in a fast-paced team environment
  • Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner
  • Excellent analytical, problem resolution and decision-making skills
  • Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities
  • Ability to engage in an agile development model
  • An understanding of Microsoft Product Groups and the product development life cycle
  • Courage and conviction to drive decisions and defend positions as appropriate
  • Communication and Presentation skills

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.

As an SPM you will be asked to understand our operations and analyze data to identify impactful changes, work with engineering to improve or implement new technologies, you will drive projects through to implementation and monitor to ensure business benefits are realized.

The Commercial Programs SPM will support a range of Programs that are led by various internal business groups and service a wide variety of customer types. We verify and provide access to technical support, resolve issues in both Pre-Sale and Post Sale scenarios, and provide support for Learning and Developer communities. The SPM will work on projects that may aim to implement specific program changes or enable functionality and improvements across the tools and processes used by all programs.

  • Partner with business groups, engineering teams and the support delivery teams to drive Supportability efforts like- Incident deflection or reduction efforts, efficiency gains by improving documentation, and implementing solutions for reducing time to resolution.
  • Distill and prioritize feedback and impact data from broad variety of listening channels including Commercial Technical Support, Communities and Forums, Social Media, MVPs, MCS, GetHelp, PFE, MS Field, Microsoft Partners, etc. to identify the top problem areas, issues, and risks for a product, cloud service or group of products and services.
  • Communicate top problem areas, issues and risks to the involved product and business groups, stakeholders and partners.
  • Partner with product teams and provide customer feedback and impact data to influence key business decisions that benefit customers while balancing the critical needs of the Microsoft business.
  • Ensure programs implemented have been properly handed to operations

Keywords: Microsoft Corporation, Redmond , Senior Supportability Program Manager - Commercial Programs, Other , Redmond, Washington

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