How would you like to impact the experience of 800 million users per month? Be on the forefront of digital transformation? Do you enjoy work in a start-up like environment? Innovate using Bots, AI and Voice? The Digital & Data Support Business Unit (D2SBU) was recently created to accelerate the Customer Service and Support digital transformation: we are creating a world class support experience for our customers, empower customers to self-solve more of their issues and be more satisfied with their self-help experience. In addition, we are developing rich and advanced experience for our engineers and advocate to be able to support our customers and creating friction free advanced support. The D2SBU Engineering team design and build software features, services, diagnostics and products to provide digital support experiences to customers and support engineers.
Customer Service and Support (CSS) Engineering is looking for an Engineering Senior Program Manager who is experienced and highly motivated to work and collaborate with internal teams, organizations, and Microsoft engineering and platform teams (e.g., Customer Care Intelligence (CCI), Amplify, etc.) to design, improve, and deliver digital assets and features to help customers self-solve.
The Technical Program Manager will own features and strategies that drive discontinuous change in our customer satisfaction, while maintaining high levels of adherence to the compliance and privacy needs of our customers and driving business risk management while managing security and privacy strategy and processes across multiple workstreams.
Bachelor's degree in Computer Science, Engineering, Business Information Systems, or equivalent software or services experience required.
Strong business acumen to partner with other key leaders across Microsoft engineering, services, and research teams to deliver on our engineering priorities while achieving the highest level of security & privacy;
Track record of working closely with development teams and/or technical evangelists demonstrating technical program management capabilities.
Excellent communication and presentation skills. Ability to speak with influence and impact. Ability to communicate complex technical information clearly to people with or without a technical background. Ability to present and articulate effectively across all levels of the organization.
Ability to identify key issues and differentiate between actual technical capabilities and unproven solutions or concepts.
Exceptional decision-making skills, conflict resolution, community building, and follow through. Results driven.
Travel: 25% of travel expected.
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.
Own strategic planning for - and delivery of - Fraud, Escalations and Risk Management Operations Engineering.
Ensure our processes, procedures, coding standards, DevOps, and infrastructure comply with all internal MSFT security, privacy, and compliance requirements.
Design and implement the necessary processes, procedures, and checkpoints across our engineering & devops functions to ensure the highest level of compliance to our security & privacy standards to ensure we achieve the highest levels of customer trust.
Innovate on Identity and Access Control policies and requirements to keep business current and scalable as we roll new properties onto the Modern Support Stack.
Optimize and operationalize compliance, fraud and risk management processes for simple, scalable adherence to outlined service delivery standards.
Manage solutions from creation to deployment.
Partner with multiple stakeholders to execute and land solutions across Microsoft and advise on appropriate delivery methods and channels.
Use outstanding program management, analytical skills, cross-functional thinking, business judgment, strategic thinking, and technical acumen to help drive the DCS initiative
Act as an evangelist and catalyst for CSS Engineering and innovation
Work closely with Engineers and Program Managers from product engineering, research (MSR), and engineering teams - this is a broad-ranging cross-functional role that encompasses all aspects of CSS Engineering for the E+D, C+AI, or Modern Life technologies, to include security and privacy
Stay updated on MSFT and industry leading security, privacy, and risk best practices ensure the highest standards for achieving customer trust.