Sr Supportability Program Manager

Job description

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.

The Worldwide Data Supportability Org is a diverse team of passionate professionals, spanning various geographic locations and possessing a wide array of technical and managerial expertise.

Our Data portfolio comprises Data, Analytics, and BI tools that empower our customers and partners to maximize their business value and ROI.

Our extensive range of Products/Services includes Azure Data Products, Power BI, SQL Server, and Microsoft Fabric services.
We are currently seeking a Senior Supportability Manager to lead a team of experienced Senior Supportability Program Managers and dedicated Embedded Escalation Engineers (EEEs) with deep technical knowledge on a global scale.

This role involves cultivating strong and meaningful relationships with product groups, Enterprise Customer Support teams, and other key partner organizations.

Our primary goals are to drive improvements in product quality and supportability, benefiting Microsoft customers and our Delivery/Operations team.

Key areas of focus include reducing incidents, creating valuable assets for customers, enhancing support portals, managing knowledge and content initiatives, and developing tools for Support Engineers worldwide.

Additionally, we are dedicated to implementing automation and AI practices to enhance efficiency and provide insights for product improvement to the Product Group teams.

As a Senior Supportability Manager, you will lead a team that is pivotal to anticipate, understand and solve product or supportability issues and drive a great Microsoft customer support experience.

You will partner with Engineering Leaders and other senior product experts across the company to identify opportunities to improve Microsoft products and enable teams to envision & create self-serve capabilities, diagnostic tools and automation capabilities.

This opportunity will allow you to accelerate your career growth and hone your product and leadership skills.

You will develop deep technology industry knowledge and become adept at leading diverse teams.

This role is flexible in that you can work up to 50% from home.

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

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)

o 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)

o 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).

Responsibilities

Responsibilities
Supportability:
• Proactively drive support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements on the basis of customer feedback gathered from support channels.
• Lead your team to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g. bug fixes) as well as proactive/predictive (e.g. auto-healing) product development work to drive reduction in support volumes
• Utilize AI capabilities for creating automation and streamline manual activities to drive better efficiency.
• Construct an evidence-based business case for significant engineering changes required.
• Direct proactive and predictive measures (auto-healing, deflection, self-service automation), as well as reactive measures (bug fixes)
Beta/Release and Readiness:
• Engage early in the Software Development Lifecycle (SDLC) for new products, new feature releases and build knowledge for delivery on upcoming releases.

Contribute valuable experience and IP to new service owners on how to design for supportability from day one.
• Drive your team to deliver release roadmaps and build comprehensive views of engineering release pipeline through engagement with the engineering product team.

Ensure your beta team works closely with the Deployment services, Learning and Development teams to enable New Release Support Readiness.

Embedded Escalation Engineering:
• Use your experience to manage a team of highly skilled escalation engineers who are embedded with the product engineering teams.

These are the key technical resources for the product, often possessing a stronger end-to-end view of the product than the engineering team.

Create good processes and touchpoints to make sure the insights from these key resources are positioned with the product improvements for maximum effectiveness.
• Manage escalation engineers and coach them through leadership skills and the opportunities to exert their best-in-class technical skills and experiences to direct the long-term trajectory of the product itself and the service delivery teams who support it.

Required Skill Profession

Operations Specialties Managers