Supportability Program Manager
Microsoft
Supportability Program Manager
Multiple Locations, United States
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
As a Security and Compliance Supportability PM, you are responsible for driving projects that improve the product and support experience for our customers. This happens through analysis of support trends, driving enablement programs to better equip our support teams, and collaborating with cross-organizational stakeholders. These can include stakeholders in the business group, the engineering team and within support to get features delivered which move the needle on supportability. These features will ultimately determine whether our platform can provide the premium support and tools which the market is demanding.
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.
Qualifications
Required Qualifications:
- Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
- OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis) OR 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).
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: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Additional or Preferred Qualifications:
- 5+ years technical support related experience.
- 2+ years analytics or product experience (e.g., engineering).
- Familiarity with development: tools, language, process, methods, troubleshooting
- BI and Analytics skills: Excel Pivots, Power BI, SQL, Kusto.
- Experience working with and training ML models.
- Strong customer focus, excellent communication & presentation skills, and the ability to work in a fast-paced team environment.
- Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.
- Hands-on experience with AI technologies, frameworks, or platforms (e.g., Azure AI, machine learning, natural language processing) or completion of foundational AI certification such as Microsoft Azure AI Fundamentals (AI-900)
Supportability IC5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until Nov 6th, 2025.
#CES #CSS #SCIM
Responsibilities
- Utilizes data from backend and product data; collaborates across SBU/Engineering team to merge data; identifies new and innovative ways to analyze data and trends; leverages and/or builds dashboards with Customer Service and Support (CSS) and Engineering by filling requests, identifying data pulls that they need.
- Leads efforts for complex integrations in partnership with the product group for to help customers who have integrated new products and solutions with any required preparations, solution generation, and support during the integration process.
- Performs reviews of multiple feature areas and assesses the potential risk to the customer experience. Proposes and validates potential resolutions for user or product experience. Leads collaborative efforts with development teams (e.g., communities, customer facing teams) to create solutions.
- Partners on more advanced automated solutions, workflows, readiness, and/or process improvements (e.g., bots, Machine Learning, diagnostic tools) for delivery teams and/or customers for the full product life-cycle including future launches.
- Monitors and analyzes feature usage data and partners with engineering leadership to identify opportunities for new features, tools, or capabilities in products/services. Identifies opportunities for new features, tools, or capabilities in products/services and identifies.
- Identifies patterns in data sources, incorporates new data sources, and prioritizes issues and risks for moderate to highly complex products. Leverages external information (e.g., web, blogs, reviewers, telemetry) to validate and synthesize data into action (e.g., create new diagnostic and telemetry, tools, product changes). Collaborates with delivery team to identify issues and risks. Raises risks and acts as an evangelist for solutions.
- Influences the development of migration strategies for technology changes. Provides insights for the development and sharing of migration messaging for new or updating technologies.
- Communicates issues, status, mitigation options, and trends to relevant stakeholders and tailors messaging to a broader audience. Reports the impact of mitigation on operational metrics (e.g., customer satisfaction, cost) and analyzes feedback to drive further improvement in customer experience.
- Collaborates bi-directionally with engineering on customer issues or suspected customer issues in effort to guide engineering on how customers will see the issue, their reactions, and questions for a broader audience. Collaborates with other partners (e.g., delivery teams) to support executive customer escalations.
- Identifies issues with current trending issues and past pain points within software, products, and processes to ensure issues are addressed in the future.
- Anticipates issues, assesses impact, identifies and implements mitigation solutions for their area of focus and measures mitigation impact to customer experience across issue lifecycles and geographies. Identifies mitigations used across all areas of focus, including cross-products/programs, and recognizes elements that are appropriate to apply to their area of focus. Partners with engineering teams to drive mitigation and implement solutions. May reach out to third parties to address when their respective product/changes impact Microsoft customers. Leads the development and management of self-help platforms to curate and train on content.
- Analyzes the experience, the voice of the customer, and delivery team at a market and/or company level. Raises opportunities to stakeholders for sponsorship, reviews experiences of other business units or competitors, and identifies ways to incorporate into their strategies to drive continuous improvement and growth in current and future products/versions. Finds supportability efficiencies between related products and technologies at Microsoft. Generates energy and maintains expectations around new products, solutions, and offerings.
- Serves as a point of contact and trusted advisor to the product group for moderate to highly complex products.
- Partners with engineering and delivery teams to use a data-driven approach to communicate the customer story to a variety of audiences (e.g., customer support services leadership, engineering leadership) and issues/impact with engineering partners.
- Leads efforts to assess to-be-released features through user testing and reports identified issues to Engineering teams.
- Scope of technologies for this role include Defender for Endpoint (MDE, Antivirus, Smart Screen, Alerts and Detection, etc.) and Defender for IoT (D4IoT)
- Work with stakeholders across the product groups and delivery teams to drive impact in monthly business and support reviews which include progress to KPI goals, projects that are driving improvements, and represent customer and support team interests through influence of product group priorities
- Review support trends and collaborate with escalation resources to identify and create tooling and diagnostics used directly by support teams to improve research and troubleshooting.
- Develop plans, drive for results and manage outcomes including escalation and risk mitigation
- Communicate product risks and updates clearly on behalf of the team
- Use data analysis to understand and prioritize initiatives, measure and track key objectives.
- Ensure a great customer support experience by managing product taxonomy and training ML models to guide customers to relevant self-help content and accurate support team routing
- Prepare for new releases through the creation of appropriate system taxonomies and consider the flow of support that will give the best support experience