Do you want to surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success? We are the Digital Transformation Platform Group (DTP) - Dynamics 365 ACE team a fast-growing Engineering team of customer-obsessed individuals. Our engineers enjoy solving complex problems and working with customers to improve the Dynamics customer support experience.

We are fundamentally changing how we deliver world-class support to our top Dynamics customers through our team of customer obsessed elite frontline engineers referred as Dynamics 365 Advanced Cloud Engineer (ACE). The ACE engineers work tirelessly to help us reinvent customer support for our most strategic customers.

Our program management(PM) team provides the vital fabric of data infrastructure, tooling, scalable global operational processes, continuous readiness and driving rhythm, forward vision, strategy & planning for this team to operate efficiently.

 As a PM in the ACE team, you will be collaborating within the ACE team and across our partner teams to identify operational opportunities and gaps, developing processes & tooling to address them, and landing those initiatives globally while executing against our operational and strategic priorities. Ideal candidates will have great customer empathy, strong experience in developing and implementing large scale operational programs across multiple regions, mastery of influencing others, excellent communication skills, and analytical ability.

Responsibilities

• Conceptualize, create, prioritize & execute on tooling & process improvements to help improve program efficiency as we scale.
• Work with Partner teams as needed to drive dependencies and priority to ensure timely delivery and adoption of functionality across ACE team.
• Create and implement a structured process for continuous forward planning of customer onboarding, capacity & resource management
• Drive agile process to collect feedback from program team members, triage, prioritize and communicate progress on initiatives at a regular cadence.
• Create structured stakeholder communications within the team and externally with customers, partner teams and senior leadership
• Create and implement a closed loop to monitor ACE engineer satisfaction and continuously improve satisfaction on internal tools & processes within the global ACE team
• Coordinate with supplier teams to ensure adherence to SLA and KPI metrics through structured checkpoints & reporting.
• Drive rhythm of business for planning team budgets, travel needs, headcount planning, supplier purchase order
• Drive identification and development of KPIs for effective operations, dashboards etc
• Co-ordinate and drive regular program health reviews with various stakeholders and senior leadership.

Core Program Management and Data Analysis:

• Gather requirements from appropriate business owners, drive clear and concise documentation, prioritize features, and drive technical scoping as needed.
• Successfully deliver projects on time working with global cross-functional teams
• Manage the entire lifecycle of the initiatives you’re responsible for including demonstrating operational success and developing on further iterations
• Discover insights in data using various exploratory techniques (including but not limited to T-SQL, PowerBI and PowerQuery among them) and bring insights into action-oriented information for business stakeholders.
• Perform ad-hoc analysis related to the D365 and Cloud support business to answer data-oriented questions
• Ideate, prioritize, and run experiments that drive a customer first culture
• Partner with data scientists to analyze experimentation data and drive conclusions to hypothesis.

Qualifications

Basic Requirements: 

• 3+ years of Technical Program/Product/release management experience in a fast-paced, complex and globally distributed environment. 

Preferred Qualifications and Experience: 

• Technical BS degree, Computer Science or Math background highly desired. MBA optional.
• Understanding of cloud computing technologies is desired - Azure Core Platform; Dynamics 365, PowerApps, PowerAutomate.
• Prior experience in supporting fast paced global operations/technical support teams, driving priority while facing competing priorities.
• A strong background of influencing others and ability to execute by working through others, influence without authority, and deal with ambiguity 
• Displays structured thinking, planning, and delivery of a large-scale operational plan 
• Exceptional written, interpersonal and communication skills 
• Excellent cross-group collaboration and ability to build a deep technical relationship with internal teams and customer
• Is energetic, enthusiastic, supportive, motivating and promotes a positive learning environment 
• Communicates effectively and concisely with new hires and stakeholders about our program/objectives 

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.