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Job#: 2041366

Job Description:

Typical Day in the Role * Purpose of the Team: The team, Intelligent Connections (Icon) within Microsoft Azures Support Experience Group (SxG), builds the systems that enable Microsoft customer communications via phone, chat, case, and bots. * Key projects: This role will develop program artifacts that drive cross-organizational alignment relating to AI customer support product development for Microsoft. * Typical task breakdown and operating rhythm: The role will consist of 50% meetings and 50% heads down to gather, document, and communicate product concepts and status. Will be spending time working in Microsoft collaboration and communication tools including: Teams, Excel, PowerPoint, Word, Visio, and Azure DevOps. Compelling Story & Candidate Value Proposition * What makes this role interesting? - This role provides the opportunity to work in the customer support space, AI, routing communications, and the opportunity to work at Microsoft. * Unique Selling Points: SxG (support experience group) builds and manages the critical products and services that enable 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 SxG team is uniquely positioned to contribute to Microsofts AI 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 Program Manager in the SxG Intelligent Connections team, you will deliver projects that directly impact over 50 million customers who contact Microsoft for customer support every year. You will help build products that enable customers to self-service, enable modern solutions for routing calls, and innovate improvements to the call center environment. Candidate Requirements * Years of Experience Required: 5 overall years of experience in the field. * Degrees or certifications required: A project management certification (e.g., Agile Certified Practitioner, Certified ScrumMaster, PMI, PMP, Associate in Project Management, MPM, etc. or equivalent degree/experience is required to be eligible for this role. * Required Skills: Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills. * Ability to work independently and manage ones time. * Knowledge of development processes, quality control, costs and other techniques for maximizing the effective software development. * Knowledge of computer software, such as MS Word, MS PowerPoint, MS Project, Visio etc. * Disqualifiers: N/A * Best vs. Average: 3+ years of experience with call center technologies, related communication systems (telephony, chat), and/or AI technologies 3+ years of experience in analyzing complex problems and data sets, and translating them into clear and concise written and verbal communications that are easily understood by stakeholders at all levels * Performance Indicators: Performance will be assessed based on being able to self-manage and will be working with a team member to assist with program documentation and communicate to stakeholders of various levels Top 3 Hard Skills Required + Years of Experience *Please see below as these are important to the Microsoft sponsor: - 5 years program management experience in software development - 5 years written and verbal communication for audience