The Microsoft 365 Customer Experience and Assurance team is seeking a strong, innovative, and independent Senior Program Manager. You will be part of the team that provides a premium service to enterprises in highly regulated industries. We aim to help customers to evaluate risks for Microsoft cloud and meet compliance and regulatory requirements more efficiently and efficiently. In this role, you are responsible to drive improvements that enhance customers satisfaction through effective and quality operations.

The ideal candidate is someone with outstanding program management and leadership skills. This is a role that requires excellent strategic thinking, complex problem-solving ability, and the capability to develop collaborative partnerships across a team, with a focus on framing solutions and driving alignment. If this sounds like you, we have an excellent opportunity.

Responsibilities

• Identify opportunities where we can do better for our customers (process, tools, technology) to increase customer satisfaction. Use research and data to backup your findings.
• Use existing KPIs/data as a baseline, establish new measures/data to provide 360° visibility into the “true” customer experience.
• Collaborate with various internal teams (engineering, field, industry, legal) in addressing customer needs.
• Provide regular communication updates via newsletters, business reviews with stakeholders.

Ideal Skills and Competencies:

Preferred Competencies

• Track record of problem-solving ranging from conceptualization to implementation.
• Discomfort with the status quo – always sees opportunities for improvement.
• Ability to work effectively in ambiguous situations and respond favorably to change.
• Ability to anticipate challenges and create an action plan.
• Strong communication skills with the ability to build partnerships – across a complex stakeholder network.
• Able to achieve cross-team objectives across teams and organizations.
• Demonstrated skills and abilities to consistently create excellent experiences for customers.
• Ability to influence without authority.
• Relentless drive for results.
• Ability to manage multiple initiatives that require frequent communication, organization/time management and problem-solving skills.

Required Qualifications

• 5+ years of program management experience
• Excellent verbal & written communication skills
• Excellent cross-group collaboration skills
• Strong analytical problem-solving skills to address complex problems and issues
• Passion for customers and focus on delivering the right customer experiences
• Strong collaborative and interpersonal skills, with experience running cross-divisional projects
• Evangelize to courage knowledge sharing not only within the team, but also with partner teams

Preferred Qualifications

• Experience with cloud services in regulated industries (Financial Services, Healthcare, etc.)
• Understanding of cloud service provider risk assessment process
• Risk, compliance, and privacy experience
• Case management experience

Qualifications

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.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.