Customer Experience Program Manager

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In the past customers asked Microsoft if they should use our cloud to get value, increasingly, customers now ask can they use our cloud given the complex regulatory and technical environments they face. Here on the Customer Experience and Assurance Team we are working from an “inside the cloud” view to provide expert help to Microsoft customers who are assessing their security, privacy, technical and regulatory risks of using Microsoft 365, Azure and the growing catalog of MS Cloud Services.

The bigger the customer, the more risks they must manage and the more resources and skill they apply to the complex concerns that emerge at the intersection of cloud technology, contractual and regulatory disciplines. Microsoft has always led the way with cloud security – now we must lead the way helping customers use Cloud services while confident of their compliance with regulatory, privacy and similar obligations.

In this Customer Experience Program Manager role, you’ll be part of a small team to help make it easier for Microsoft’s most demanding customers, to enthusiastically adopt the MS Cloud. You’ll do this by helping our customers and internal customer account teams understand these detailed concerns, explain them to others and plan for how to handle them. In some cases, you’ll provide for-fee assistance to some customers who have very specific assurance needs to plan for, and you’ll deal with customer contacts of differing types including vendor management, audit assessors, lawyers, technical staff and business executives.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Required Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
• Understands the Microsoft Cloud supporting governance features such as contracts, websites and regulatory documentation.
• Understanding of technical features and functionalities which support customers regulatory or compliance needs.
• History in providing consulting or advisory “professional service” to customers but dealing with technical matters (e.g. IT audit, IT program planning, Change management service).
• Effective with influencing for positive change, across multiple disciplines including IT, Engineering, Risk, Compliance and Legal.
• Advanced English level.

Preferred Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 5+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• Ability to notice and understand the details but convincingly describe the high-level narrative truths.
• Excellent language and communication skills.

• Support Customer Risk Assessments through control mapping exercises and engagements.
• Use your verifiable knowledge of the Microsoft Cloud offerings to distill Customer regulatory assurance or governance complexity into clear, actionable things for customers to evaluate or do.
• Use your confidence with contracts and regulations, combined with influencing skills, to balance customer and Microsoft requirements, while also driving Microsoft business.
• Work in a role that is often going to change, while always remaining essentially the same – bringing the best insights from “inside the cloud” to the Microsoft personnel and customers who need them.
• Use your finely tuned judgement to determine when the conventions must be followed, or, when the conventions are the problem!
• Collaborate closely with account teams, lawyers, privacy/risk officers, engineers, customers and executives – no two days will be the same - because no two customer situations are the same.
• Be part of making Microsoft’s cloud better – use program management skills to drive improvement outcomes for Microsoft.