Microsoft Business Program Management 

Taiwan, Taoyuan City 

574106430

Bachelor’s Degree (or equivalent) in Sales, Marketing, Computer Science, Computer Engineering, IT, or related field AND 8+ years’ experience in change management, project management, customer engagement, organizational development, sales/business engagement, relationship management, analytics, or customer feedback/intelligence program management

OR equivalent experience

• Solid technical understanding of Applications/Data scenarios and workloads
• Ability to stay up to date on new/improved Azure scenarios and workloads
• Demonstrated technical leadership through prior coaching/leadership roles
• Ability to act on customer escalation needs and orchestrate resources
• Project Management Professional (PMP)
• Incident Management Training
• Experience in customer-facing roles with technical expertise in escalation management
Master’s Degree (or equivalent) AND 12+ years’ experience in relevant fields

OR equivalent experience

Voice of Customer
• Gather a broad and deep understanding of customer feedback and trends.
• Develop and drive customer/partner listening plans and techniques.
• Analyze customer-related data and engage in critical conversations with stakeholders.
• Build actionable customer insights and employ storytelling for internal stakeholders.
• Prepare materials for Senior Leadership Teams (SLTs) and shape data-driven processes.
• Lead the development of problem statements and identify customer problems that need to be addressed.

Customer Satisfaction
• Assess top opportunities for change in customer/partner processes, systems, and products.
• Develop and drive actionable improvements through relevant business groups.
• Navigate complex areas of the Microsoft organization and influence stakeholders.
• Shape stakeholder engagement approaches and capture feedback on improvement plans.
• Cultivate strategic partnerships and drive meaningful relationships across the customer landscape.
• Engage with senior leadership and influence them to drive customer and partner improvements.
• Participate in strategic and complex business planning and execution projects.

Customer/Partner Obsession
• Act as chief customer and partner advocate in key business forums.
• Represent customer/partner interests and drive a customer-obsessed culture.
• Own accountability for customer loyalty and apply best practices.
• Cultivate broad understanding of customer experience, industry trends, and competitor knowledge.
• Become an expert on customers’ and partners’ business and share this knowledge with internal stakeholders.
• Shape processes and tools for knowledge gathering and sharing.

Program Management
• Own and support critical programs impacting customer satisfaction (e.g., segmentation, account management).
• Ensure customer voice is included in planning and decision-making.
• Drive field awareness on escalation paths and involve leadership as needed.
• Collaborate across the organization for role clarity and cross-team synergies.
• Prepare customers for changes to products/services.