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At Microsoft, our mission is to help every person and organization on the planet achieve more. As part of the Azure Customer Experience (cxP) team, we aim to turn Microsoft Cloud customers into fans by understanding and amplifying their needs to improve Cloud quality, security, and reliability. Our growth mindset and culture of inclusion are essential to who we are and how we work. Our customers rely on our cloud for their business and reputation every day, and you can help us provide world-class cloud services to ensure their success.

No matter where the customer is in their Azure journey, the Azure CXP Customer Reliability Engineering (CRE) team blends a customer-first and engineering-minded approach to design the entire customer experience from start to finish. We embrace big opportunities and constantly innovate to address some of our most strategic and challenging problems.

We are looking for an experienced Principal Technical Program Manager Lead to manage a team responsible for customer, support, and field response for Azure security events in partnership with Microsoft’s Security Response Center (MSRC). Additionally, we have partnered with Microsoft’s Cyber Defense Operations Center (CDOC) to be the escalated point of contact for business approvals around government takedown requests. In this role, you will partner closely with key engineering stakeholders across Azure to drive combined strategy and programs focused on making Azure the safest and most reliable cloud. These programs will be innovating, including driving pilots and experiments that shape ongoing strategy and improvements to the overall customer experience (internal and external to Microsoft). Balancing analytical and technical skills with the ability to influence decision-makers within the Azure engineering team is vital to delivering impact and results. You will demonstrate breadth while managing complex, highly available systems, with a deep understanding of the underlying components (Azure Platform, commerce, billing, subscription management), and work directly with Customers, Customer Support, Livesite Teams, and Engineering.

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.

Responsibilities

• Innovate through data-driven pilot programs and experiments, applying systems thinking and a standards approach to solve problems at scale, including automation, while establishing efficient processes for accountability.

• Define, implement key results, and monthly report to measure business impact and uncover actionable insights through qualitative and quantitative data analysis.

• Drive continuous improvement to customer and engineer experience via empowerment and accountability leading executive reviews, ensuring insights drive meaningful actions.

• Drive and support the product quality and reliability strategy for Azure services through ongoing quantitative and qualitative analysis.

• Gather and analyze qualitative and quantitative data to identify meaningful actions to improve platform quality.

• Demonstrate a high bias for action, leveraging situational awareness to influence outcomes and develop scalable strategies for team impact in chaotic and ambiguous environment

• Cultivates an inclusive team atmosphere by demonstrating supportive behavior and promoting open collaboration and accountability by modeling, coaching, and caring.

• Responsible for security communications on call to promptly address any security incidents and coordinate responses effectively.

Qualifications

Required/Minimum Qualifications:

• Bachelor's Degree AND 6+ years experience in engineering, product/technical program management, data analysis, or product development

• OR equivalent experience.

• 4+ years people management experience.

• 3+ years of experience managing cross-functional and/or cross-team projects.

• 1+ year of experience in Azure services and capabilities or similar cloud platforms, paired with a background in driving quality and reliability improvements.

Other Requirements:

• 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.

Additional or Preferred Qualifications:

• Bachelor's Degree AND 10+ years experience in engineering, product/technical program management, data analysis,

• OR product development

• OR equivalent experience.

• 4+ years people management experience.

• 8+ years of experience managing cross-functional and/or cross-team projects.

• 1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).

• Technical foundation, with specific expertise in Azure services and capabilities or similar cloud platforms, paired with a background in driving quality and reliability improvements.

• Demonstrates good technical writing capabilities to effectively publish security communications for security events.

• Knowledge of program management practices within software development, including a history of innovative problem-solving through pilot programs, prototypes, and growth hacking strategies.

• Ability to convey complex technical issues clearly to a diverse audience, including customers and internal stakeholders, complemented by good persuasion skills to influence decisions effectively.

• Experience in on-call incident management and customer-facing roles, demonstrating the ability to handle critical situations with composure and deliver customer satisfaction.

• Business judgment and the leadership to take responsibility while holding others accountable.

• Experience with systems and standards-based engineering organizations, emphasizing a systematic approach to innovation and problem-solving

Technical Program Management M5 - The typical base pay range for this role across the U.S. is USD $137,600 - $267,000 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 $180,400 - $294,000 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 November 9, 2024.

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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) .