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Microsoft Corporation Principal PM Manager in Redmond, Washington

The mission of Microsoft Digital is to power, protect, and transform Microsoft as the voice of our digital transition in the market.

As part of Microsoft’s Cloud + AI Group , we are responsible for building, managing, and securing the platform, products, processes, and services that powers Microsoft. We build, maintain, and implement a cloud-first approach to our technology and experiences, from custom-built business solutions developing our campus of the future and our productivity and collaboration experiences like Teams and SharePoint, to horizontal 3rd party solutions like SAP and Adobe. As a steward of Microsoft and our customer’s data, a core function of Microsoft Digital is ensuring the security of every aspect of the business. Microsoft Digital is responsible for company-wide information security and compliance, with a strategic focus on information protection, assessment, awareness, governance, and enterprise business continuity. Microsoft Digital’s charter is also to influence and work alongside engineers across the company and with strategic partners to build and grow their cloud products and services. As customer zero, we deploy these services inside Microsoft and then share best practices with enterprise customers at scale across the globe.

OneVoice builds and manages the critical products and services that enables Microsoft customer support interactions. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster and more securely. The team has deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions.

The OneVoice team is uniquely positioned to contribute to Microsoft’s digital transformation by reinventing the fabric to connect, host and support enterprise services and customer engagement infrastructure that are the bedrock of our company. The digital enterprise demands cloud scale customer support systems that enable the most seamless support experience to enable customers to resolve their technology concerns quickly and efficiently.

As a Principal PM Manager in the Enterprise 360 OneVoice team , your team will deliver the products and services that directly impact over 50 million customers who call Microsoft for customer support ever year. You will build products that enable customers to self-service, enable modern solutions for routing calls, and innovate on ways to improve the call center environment.

The ideal candidate would have a proven record of customer focus with a product mindset and be able to :

  • Drive and influence design decisions to ensure success of digital transformation of our customer engagement ecosystem.

  • Understand customer perspectives and deliver success aligned with overall business strategy

  • Provide End-to-end program management ownership of scope, schedule, budget, risks and issue management across the products that we build and support

  • Brings experience of applying modern cloud approaches to transform customer experiences leveraging programs of enterprise digital transformation

What makes this job great?

  • Exciting charter, in the fast growing call-center marketplace, with ample room for innovation and plenty of challenges left to conquer

  • Cutting-edge data technologies to apply to digital transformation in the call center industry

  • Friendly and talented team on the same mission together

  • Opportunities to work with external enterprise customers and internal teams to deploy the latest innovations in cognitive services, bot framework, Azure, and telephony

Responsibilities

  • Hire, lead and grow a talented team of PMs to deliver a unified customer service experience

  • Work with internal and external customers to understand their scenarios and business drivers

  • Innovate end-to-end and stay informed on industry trends in the contact center environment

  • Develop product plans and roadmaps, define capabilities and drive project execution

  • Collaborate with engineering and business stakeholders to drive the right technical design and tradeoffs necessary to meet customer goals

  • Build positive relationships and deliver results in cross-group projects. This includes providing expertise & practical guidance that drive adoption of the right features, tools and methodologies that fuel the customer experience at Microsoft.

  • Take an active role in driving adoption of feature capabilities to drive immediate business value

  • Drive product capabilities as an example to other enterprises and to enable product growth

Qualifications

Basic Qualifications:

  • A minimum of a Bachelor’s degree in Computer Science, Software Engineering, Telephony Engineering, Software Development, Informational Technology, or a related field, or equivalent alternative education, skills, and/or practical experience is required

  • 10 years' minimum experience in Computer Science, Software Engineering, Telephony Engineering, Software Development, or Informational Technology

Preferred Qualifications

  • Experience leading teams as a manager

  • Experience building and marketing call center technologies.

  • Prior experience building call center experiences

  • Proven experience building and marketing products to internal and external markets

  • Self-driven, with an ability to work independently in ambiguous situations

  • Strong problem solving and analytical skills

  • Proven ability to bring organizations together to deliver a common business outcome

  • Strong project management background

  • Ability to influence and drive impact across disciplines and with internal and external partners

#MicrosoftDigital

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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 (https://careers.microsoft.com/us/en/accommodationrequest) .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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