Do you want to be at the center of the three Microsoft clouds (Azure, Microsoft365, and Microsoft Dynamics) empowering customers and partners to secure their environments in order to realize the full value of Microsoft cloud services? Are you looking for a role where you can interact directly with customers and help them transform into cloud-enabled businesses? Do you want to contribute to one of Microsoft's fastest growing businesses? If so, then we are looking for you!  

The Identity Customer Experience (CxP) CARE team has several exciting opportunities for program managers (PMs) to work in the most customer-connected engineering team in Microsoft. We are looking for strong, customer-obsessed program managers who have a growth mindset, passion for customer experience, and an experimental approach in testing out new ideas. We currently have several positions available focused on defining processes, tools, and standards for engineering teams to improve and enable planning, designing, building and operationalizing support for Identity services with focus on M365 usage and support.   

You’ll work closely with engineering product development, M365 support teams as well as other CxP teams across the Cloud & AI division to ensure that our customers have the best support experience possible with their products and services. You’ll help drive improvements to the product, service and ecosystem by providing the customer perspective in a well-articulated, data backed manner that clearly identifies the product/service challenges of our customers and the impact of these on customer satisfaction and implications on the business.   

We are looking for an analytical thinker with great creativity for ideas/solutions. An ideal candidate for this role will have passion around building customer experiences at cloud scale and leading complex, highly visible engagements. This candidate can also negotiate and apply strong communication skills to establish priorities while leading virtual teams. The role requires a level of comfort with ambiguity, rapid changes, and tight deadlines, and requires the ability to leverage many different types of inputs to prioritize decisions. The ideal candidate will drive improvements to the product, service, and ecosystem by providing the developer perspective in a well-articulated and data backed manner. 

You should be passionate about rolling up sleeves and solving deep, technical problems. An ideal candidate will be a quick learner, develop technical expertise and earn the privilege of being a trusted advisor to the Identity developer community.  

This role will give you the opportunity to implement solutions and drive change within Engineering to improve customer satisfaction of our platform. It will be critical for this role to help identify product gaps, engage directly with the feature teams, share requirements, and be an active participant in driving feature improvements. 

Responsibilities

• Discuss architecture and strategy with developers and advise on implementation of the Microsoft Identity platform. 
• Work across Identity team to understand investments being made for developers and strategize supportability well into product planning.
• Strategize insights generation from customer feedback and customer event, summarize and deliver customer stories effectively to the CxP and product group teams. 
• Connect with multiple teams and identify methods to capture developer feedback. Represent insights team in various discussion forums. 
• Drive supportability improvement projects from inception, planning, to launch and adoption.
• Architect, implement and optimize scalable infrastructure that enables -Data extraction, preprocessing and transformation for descriptive, predictive and prescriptive modeling, Automation of Data Integration Pipelines and Orchestration, Tabular models for Self-serve and Data Insights.
• Design and develop machine learning experiences on distributed computing platforms using Azure Databricks. Operationalize ML experiments in Production. 
• Champion customer experience and satisfaction in the product and service 
• Identify customer support trends and share insights and recommendations with engineering and support teams to improve the quality of service provided.
• Directly engage with engineering teams to identify product support risks for launches, and to drive improvements to current products.
• Drive priorities and decisions using data driven approaches.
• Build tools to collect, analysis and present Insights as part of support processes
• Regularly present insights, status, recommendations and more to assist LT in making key business decisions
• Drive supportability improvement projects from inception, planning, to launch, adoption and impact measurement.

Qualifications

• 9+ years industry experience in a deep technical role building product in one or more of the following areas: Business Intelligence & Analytics, Cloud services, Productivity applications/services, Business application/services
• 3-5 years of technical program management experience
• 6+ years development experience on large-scale data solutions including databases (SQL/No-SQL) and ETL / Data pipelines using cloud services.
• 3+ years of developer background with experience in C#, .NET, JavaScript etc.
• Hands-on expertise on Enterprise Python, complex SQL development and Kusto query language
• Experience working in a fast-paced/competitive environment, and have a deep desire to work collaboratively, solve problems with groups, find win/win solutions and celebrate successes.

• Excellent data visualization skills to be able to present insights that drive business impact 
• Excellent written and verbal communication skills
• Excellent technical and functional design skills, with demonstrated ability to learn new technologies quickly
• Ability to develop product plans and roadmaps, define capabilities, and drive project execution
• Track record of making solid business and engineering tradeoffs to deliver business value
• Ability to derive clarity from ambiguity, and direct teams to deliver effective solutions 

Preferred Qualifications: 

• Hands on experience on AI and Data Science data science frameworks and libraries including TensorFlow, PyTorch, and scikit-learn.
• Modern DevOps practices (including Git, CI/CD, Azure DevOps/VSTS)
• Understanding of Identity platform and desire to learn more

• Azure Big Data stack (Databricks, Data Lake, Spark, Hadoop) and distributed processing like Apache Spark, Azure Data Factory, Azure Automation or equivalent.

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.

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. 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.