The Customer Service and Support (CSS) Digital & Developer Strategic Business Unit (SBU) was recently created to accelerate the Customer Service and Support digital transformation: we are creating a world-class support experience for our customers and empower customers to self-solve more of their issues and be more satisfied with their self-help experience. Are you a dynamic, driven leader who loves to collaborate across groups, and is passionate about the customer experience and support, artificial intelligence, and innovation? Are you looking for a high-impact role that will influence the future of how we connect with our current and future customers? At Microsoft, we are pursuing artificial intelligence as the key ingredient to empowering every person and organization to solve their most pressing challenges. We are actively hiring for a Technical Program Manager for a Digital Customer Support (DCS) Supportability Team which is chartered to empower customers to self-solve and provide support experiences where customers are more satisfied with their self-solve journey. The Technical Program Manager will manage a specific technology workstream (Experience & Devices, Cloud & Artificial Intelligence, or Modern Life technologies) and report to the DCS Director Business Program Management in the CSS Digital & Develop SBU (D2SBU).
Responsibilities Intake solution requirements from DCS Supportability Design features, products, diagnostics and/or services which solve the customers or support engineers need. Manage solutions from creation to deployment. Drive the technology solutions to enhance the experience of hundreds of millions of customers to self-solve/self-help for the technology. Partner with multiple stakeholders to execute and land DCS solutions across Microsoft and advise on appropriate delivery methods and channels. Use outstanding program management, analytical skills, cross-functional thinking, business judgment, strategic thinking, and technical acumen to help drive the DCS initiative Act as an evangelist and catalyst for DCS and innovation Work closely with Engineers and Program Managers from engineering (MSEG), research (MSR), and engineering teams this is a broad-ranging cross-functional role that encompasses all aspects of DCS for the E+D, C+AI, or Modern Life technologies, to include artificial intelligence and machine learning for customer assisted support. Stay updated on technology (AI and ML) and our customers needs, to determine where we should invest in development and then define the requirements for that development.
Qualifications: Proven record of building technical and business relationships with senior stakeholders, and with executive standing. Strong business acumen to partner with other key leaders across Microsoft engineering, services, and research teams to deliver on our DCS engineering priorities; Experience managing virtual team with proven accomplishments (cross boundary collaboration and interpersonal awareness). Track record of working closely with development teams and/or technical evangelists demonstrating deep business program management capabilities in a leadership role. Excellent communication and presentation skills. Ability to speak with influence and impact. Ability to communicate complex technical information clearly to people with or without a technical background. Ability to present and articulate effectively across all levels of the organization. Ability to identify key issues and differentiate between actual technical capabilities and unproven solutions or concepts. Exceptional decision-making skills, conflict resolution, community building, and follow through. Results driven. Location/Travel: You will be based in Issaquah, WA, in the Microsoft CSS HQ, with 10% travel expected.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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