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Microsoft Senior Product Manager - Sovereign Cloud United States, Washington 924300119
13.08.2024
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The Azure ACE-S (Advanced Cloud Engineering & Supportability)
Required qualifications
- Bachelor’s Degree AND 5+ years experience in product/service/project/program management or software development
- OR equivalent experience
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:
- Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
- 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 AND 7+ years of experience in product/service/project/program management or software development driving large, strategic, and complex programs across diverse stakeholders with many critical dependencies.
- OR equivalent experience
- The candidate for this role would have experience working with government agencies and should be familiar with the organizational makeup, core missions, and government information technology environments.
- Proven experience building and/or delivering support, or customer engineering programs at scale for Government customers and/or Sovereign customers or partners.
- Experience working with global teams across geographies and organizational boundaries.
- Familiarity with support industry standards and offerings, especially for Government customers.
- Proficient with Cloud technologies, preferably Azure.
Microsoft will accept applications for the role until August 22, 2024.
Responsibilities
• Serve as the primary interface for developing and implementing a comprehensive Customer Support model for Sovereign Clouds. This includes designing processes, selecting and deploying tooling, defining support offers, ensuring effective delivery, and maintaining a robust knowledge base.
• Drive clarity on the transition from Customer Support to Operations Support, ensuring that proper escalation channels and processes are established and functional within the operating partner.
• Work with cross-functional teams to co-develop and market appropriate operating partner support offers, ensuring they meet the needs of sovereign cloud customers.
• Ensure alignment with Microsoft’s global support strategies and compliance with local regulations, maintain consistency and legal adherence in support operations.
• Promote continuous improvement in the support experience for Sovereign Cloud customers. Monitor the overall health and performance of support delivery teams to ensure support remains within acceptable limits.
• Provide strategic advice on how in-region teams and operating partners should staff their support teams to meet customer needs effectively.
• Implement AI-driven tools and solutions to proactively identify and resolve potential issues before they impact customers. Use predictive analytics to enhance the support experience.
• Collaborate with technology teams to develop and deploy AI-powered support tools that can assist in troubleshooting, diagnostics, and automated responses, improving the efficiency of support operations.
• Train support teams on the use of AI tools and integrate AI capabilities into existing support processes to enhance the overall effectiveness and responsiveness of customer support for Sovereign Clouds.
• Demonstrated product/program management skills with a track record of delivering successful outcomes.
• Demonstrated ability to lead cross-functional teams.
• Skill in collaboration, influence, and communication skills.
• Executive presence and demonstrated ability to build, extend and maintain client and partner relationships to meet current and future customer needs
• Ability to simplify and communicate complex concepts to executive leadership.
• Proven ability to excel in ambiguous environments and meet tight deadlines.
• Networking and interpersonal skills, with the ability to build rapport with leaders and personnel at all levels.
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