Technical Program Manager
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Jul 02, 2025 | |
|
OverviewWith 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. 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.
ResponsibilitiesAnalysis of Customer and Market Signals:Starts to build relationships within the product family to build connections, and starts to understand the broader product family.Develops problem statements and forms hypotheses of a new group of features or feature areas (e.g., product, service) to address business, program, and customer needs, and/or market opportunities. Identifies dependencies effected by the proposal.Performs experiments to test hypotheses and inform decisions on what group of features or feature areas (e.g., product, service) to introduce, in collaboration with others.Establishes clarity of the root problem and how it relates with previously seen trends with the customer. Works with minimal guidance to ensure alignment between the customer, the market, and the goals and strategy of Microsoft.Collaborates with others (e.g., Engineering, Marketing, Design) to ensure that they can satisfy customer requirements.Partners to evaluate opportunity to determine for greatest value to the business. Defines solution options for a group of features or feature areas.Begins to identify opportunities and gaps in the implementation of a group of features or feature areas (e.g., product, service) including comparison of various quality and performance metrics to various solutions.May participate in customer engagements to solicit feedback and understand their experiences with Microsoft's products and services.Collaborates with others to perform market research in collaboration with other teams, conducts competitive analyses, and examines customer and technology-related industry trends, as well as industry-specific requirements or regulations.Integrates product usage, product telemetry, and service data together to identify patterns, generate hypotheses, and help inform a plan to change the product, in collaboration with others.Product/Service Definition:Defines success criteria and performance metrics (e.g., Objectives and Key Results [OKRs], Key Performance Indicators [KPIs] such as quality and performance) of a group of features or feature areas (e.g., product, service), with limited supervision.Works with Software and Hardware Engineering to ensure needed telemetry is developed. Understands and presents the return on investment.Contributes to the definition of program(s) goals and provides input to the prioritization for the group of features/feature areas (e.g., product, service) they own.Translates the needs of their team into program goals and prioritized deliverables using data-focused analysis, in collaboration with others.Identifies risks and proposes mitigations for risks using data (e.g., telemetry, usage, net satisfaction, customer satisfaction).Works with Software and Hardware Engineering to design architecture and integrated customer solutions to technical needs for a group of features or feature areas (e.g., product, service), with minimal guidance. Proposes design and architecture documents for a group of features or feature areas.Understands what options are available to identify and select the best option for needs with minimal guidance.Assists architects and technical partners to develop.Works with internal and external technical partners and/or architects to represent technical solutions to customers.Product/Service Development:Collaborates with others in orchestrating and integrating efforts for the development and implementation process of a group of features or feature areas (e.g., product, services) for cross functional projects with internal teams and external partners.Collaborates and coordinates across teams to ensure alignment on product management and release, including tradeoffs, adjustments, and improvements as feasible.Stays abreast of governance programs and processes and demonstrates an understanding of specific performance requirements and standards that must be met throughout the development lifecycle (e.g., quality, compliance, privacy, security, safety, accessibility).Helps develop the staging and implementation plan for piloting/release in alignment with Objectives and Key Results (OKRs)/Key Performance Indicators (KPIs) for a group of features or feature areas (e.g., product, service).With the guidance of others, collaborates with stakeholders to monitor progress and adjust as needed.Validates use-case and scenario outcomes, and performance targets that are being achieved, with minimal guidance.Drives continuous quality improvements of the delivery.Collaborates with others to track, coordinate, and communicate end-to-end project schedules (e.g., epics, sprint/semester plans, milestones, timelines, releases) for a group of features or feature areas (e.g., product, service).Helps monitor processes and hold stakeholders accountable for following the established schedule and processes.Helps track and manage dependencies to enable cohesive, connected user scenarios and to avoid issues and mitigate risks.Begins to make adjustments or course corrections when projects are not aligned to schedules or goals.Partners with the engineering team to contribute, prioritize, and deliver on the roadmap for a group of features or feature areas (e.g., product, service), with minimal supervision.Learns the value proposition for the group of features or feature areas and answers technical questions of the group of features or feature areas they own.Product/Service Performance:Partners with others (e.g., Data Science, Software and Hardware Engineering) to collect performance metrics (e.g., Key Performance Indicators [KPIs] such as usage, quality speed, and cost), monitor and report on progress (e.g., business reviews), and derive insights that lead to productive courses of action to improve development, iteration, and implementation of a group of features or feature areas (e.g., product, service).Collaborates with others to leverage customer listening systems, telemetry, engagements (e.g., interviews, surveys), etc., to develop insights on product and/or service performance and customer needs. Partners with others to share insights with Engineering and other partners.Collaborates to form hypotheses, perform experiments, and iterate to drive improvement in specific performance metrics.Acts as a technical advisor to educate and evangelize the group of feature/feature areas (e.g., product, service) they work on with customers via meetings, presentations, and other forums. Participates in direct customer (internal and/or external) engagements to solicit feedback and understand their experiences with the group of features/feature areas (e.g., product, service).Demonstrates an understanding of the sales motions and what support is needed across product training and sales enablement. Supports the development of sales enablement by working across the teams to build out content and programs.Contributes to the customer supportability experience and provides documentation (e.g., troubleshooting guidelines, best practices, blogs).Monitors how products and/or services are being used. Tracks and understands a root-cause analysis for live-site incidents, with guidance from others.Understands and helps drives improvements in the support process, including both forums and communities.Begins to collaborate with Software and Hardware Engineering, Customer Service and Support (CSS), and other partners (e.g., business-process owners) on broad live-site improvement opportunities. Other* Embody our culture and values | |