Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

Do you love creating and deploying comprehensive solutions to solve significant global business problems? Are you a seasoned, energetic product management leader with strong business acumen? Do you thrive in a global environment filled with ambiguity and adventure? Are you ready to make significant and measurable impact in support of Microsoft Services? Do you enjoy the long journey of building great team culture?

To support our focus on optimizing employee and customer experience, productivity and cost, CSBO Operations Engineering is hiring a Product Management Leader to lead a distributed team of Product Managers and Program Managers in the discovery, vision, strategy design, execution and operations of world-class internal and external products and services. You will engage with peer Product Management Leaders, Product Planners, Service Center time zone teams, along with headquarters and Microsoft partners to drive innovation and assertively land value across the service portfolio. You will actively coach your team to become experts in their domains and effective in driving rapid innovation. You will be accountable for guiding multiple releases and new business cases through the entire lifecycle (ideation to deployment to retirement). This includes: building and representing the business case in front of senior leadership, negotiating priority, funding, and capacity.

This is a senior leadership position with direct accountability for our organization’s key objectives and results. The ideal candidate is a great collaborator who can strike a good balance between having a vision for operations and understanding the details of solutions and capabilities. You’re able to develop strong partnerships across organizations; aligning goals, driving direct and indirect results with significant impact. You excel as a people manager; modeling expected behaviors, coaching for high impact, and bringing an empathetic approach to caring for your team. You understand Product Management as a profession and the tools and methods that enable great Product Managers. You’re always looking to help your organization drive the greatest-possible impact. Having prior experience in Microsoft Support and/or Consulting Services is a significant plus.

Qualifications

• BS/BA or equivalent experience, preferably in Business, Operations, or Finance discipline
• 8+ years of experience in product or program management and/or process design in operations, sales, consulting or other business functions and 5+ years directly managing teams with Hiring, Coaching, Performance management accountabilities
• 2+ years in sales or delivery with enterprise customers
• Passion and track record for delivering great customer experiences
• Strong written and verbal communication skills with successful experience managing executive stakeholders
• Passionate about achieving results through influencing others, making timely decisions while considering needed trade-offs, negotiating conflicts, as needed
• Competency with all phases of project management, including gathering requirements, issue and risk identification and management, tracking dependencies and milestones, and communication of overall project status; able to keep multiple projects going across a variety of phases
• Knowledge across multiple functional areas for effective cross-team collaborations , such as product management, engineering, UI, UX, consulting, sales, customer support, finance or marketing

Location/Travel: This opportunity is aligned to employees located in the UK and Ireland. Typically, Routine travel is expected to be minimal; international travel in support of projects and organizational alignment will be occasional (approximately 10%).

Work Hours: This opportunity requires collaboration with worldwide stakeholders and managing a team across Americas, EMEA, and Asia TZs. Working on flexible business hours will be required to perform duties as outlined. Schedules will be flexible to support work-life balance and specific project/program needs.

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.