Microsoft Customer Experience Program Manager II 

India, Telangana, Hyderabad 

317418366

Required Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 2+ years of experiences in managing customer and partner communications.

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.

Preferred Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business,
  • OR related field AND 5+ years experience in engineering, product/technical program management, data analysis,
  • OR product development
  • OR equivalent experience.
• Understanding of Cloud Infrastructure, cloud services, usage scenarios and implementations.
  
• Proven success working in a complex environment and across a diverse set of business, engineering, and operational stakeholders.
  
• Demonstrated ability to engage with customers and partners to understand their business needs and priorities.
  

• Service/Feature Advocacy and Enablement:
  • Own critical and complex capacity management function for designated regions in Azure Compute
  • Proactively identify and analyze risks to the capacity health for Compute, trigger mitigation strategies and actions.
  • Identify opportunities for capacity optimization and efficiency improvements within Azure Compute infrastructure.
  • Navigate complex, strategic, high-profile customer event requirements and needs.
  • Partner with infrastructure, planning, and forecasting teams to drive capacity enablement across Azure data centers worldwide.
  • Partner with Capacity Support, Capacity Operations teams to review and address quota/capacity escalations for customers.
  • Explore existing processes and solutions within the org, company and establish partnerships to leverage those solutions to add value to Cloud customers.
  • Contribute to strategic initiatives to improvise the processes and tools to provide the best capacity customer experience.
• Blocker Resolution:
  • Resolve day-to-day issues within scope before escalation to other teams.
  • Enables support teams with necessary resources and guidelines to address customer issues.
• Ecosystem Enablement:
  • Contribute to overall better efficiencies within our process/procedures through initiatives, automation, and other digital self-help tools to improve customer experience.
  • Work with Field leadership, Engineering Groups, and other partner teams in establishing strategic growth initiatives.
  • Establish, monitor, and report out against customer metrics and KPIs for the resources you manage.
  • Coordinates cross-functional teams of architects, engineers, and support to relay customer goals and may evaluate suggested actionable solutions.
  • Utilize analytics to gain insights into customer behavior and needs, driving improvements in customer experience.