Sr. Product Manager - Delivery Innovation
Job Summary
Job Description
The Senior Product Manager for Delivery Innovation will transform and scale customer support experiences for Azure. Responsibilities include defining product vision and strategy, collaborating with cross-functional teams (engineering, support, sales), conducting market research and customer interviews, defining KPIs, providing technical product support, driving continuous improvement, establishing change management frameworks, and executing go-to-market plans. The ideal candidate is customer-obsessed, process-driven, and thrives in a collaborative global team, leading through rapid growth and complex dynamics.
Must have:
- 5+ years in product/program management or software development
- 3+ years using Agile methodologies
- Experience building/delivering support programs at scale
- Define product vision, strategy, and roadmap
- Collaborate with cross-functional teams
- Define and measure KPIs
Good to have:
- Azure experience
- Experience with global teams
- Knowledge of change management
Perks:
- Industry-leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away
- Giving programs
- Networking opportunities
5 skills required
Job Details
Overview
Are you a customer-obsessed, process-driven problem-solver who thrives in an inclusive, collaborative global team? The Azure CXP team’s mission is to transform Microsoft Cloud customers into fans by ensuring the highest standards of operational excellence. Through our deep engagements with customers and teams across Microsoft, we analyze and optimize operational processes to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work.
We are looking to hire a Senior Product Manager, who will be responsible for transforming and scaling our customers’ support experiences while working in tight partnership with a range of senior stakeholders across Microsoft Azure Product Engineering teams, Customer Support and Success, Finance, Offerings, Marketing and more.
Company Culture Statement
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.
#azcxp #cxpaces
Qualifications
Required Qualifications
• Bachelor’s Degree AND 5+ years’ experience in product/service/project/program management or software development
OR equivalent experience
• 3+ years of experience using Agile tools and methodologies
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Preferred Qualifications
• Bachelor’s degree AND 7+ years of experience in product/service/project/program management or software development driving large, strategic, and complex programs across diverse stakeholders with many critical dependencies.
• OR equivalent experience
• Proficient with Cloud technologies, preferably Azure.
• Proven experience building and/or delivering support, or customer engineering programs at scale.
• Experience working with global teams across geographies and organizational boundaries in a fast-paced environment.
• Knowledge of and the ability to carry out the process of planning, organizing, and managing tasks and resources to accomplish a well-defined objective.
• Knowledge of different types of measurable indicators and success metrics, which includes an understanding of how indicators can be used to demonstrate the achievement of outcomes, outputs, goals, or objectives.
Responsibilities
In this role you will:
• Define and communicate the product vision, strategy, requirements, and roadmap of modern support experiences for Azure customers.
• Collaborate with product engineering, customer support, sales, and other cross-functional teams to define, prioritize, and operationalize product features and enhancements, including capacity modeling, for modern support experiences.
• Conduct market research, customer interviews, and competitive analysis to identify our customers’ unmet needs and pain points.
• Define KPI’s to measure effectiveness of new support experiences and design a framework to measure the KPI’s.
• Provide technical product consultative support to internal teams as needed.
• Drive a culture of continuous improvement by creating a feedback loop from Support Delivery back to product design.
• Establish a change management framework for managing people changes.
• Develop and execute go-to-market plans, including positioning, messaging, pricing, and launch activities for support products and services.
• Build and maintain relationships with internal and external stakeholders, including customers, partners, analysts, and industry experts.
You are a great fit if you:
• Obsess over customers and focus on solving their critical problems in a scalable and repeatable manner through transformative and impactful products.
• Have experience leading teams through rapid growth, evolving customer needs, and navigating complex industry dynamics.
• Strive to learn new skills and technologies in a fast-paced environment and can adapt quickly through experimentation and willingness to fail fast and iterate.
• Deep experience in both technology and business domains.
• Have a consensus-building mindset and lead with diplomacy.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Industry leading healthcare
Educational resources
Discounts on products and services
Savings and investments
Maternity and paternity leave
Generous time away
Giving programs
Opportunities to network and connect
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