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Job Information
Microsoft Corporation Customer Experience Program Manager II in Hyderabad, India
Azure Customer Capacity Experience (AzCCX) team within Azure Core is a vibrant organization working with customers across the globe in delivering to the promise of the Microsoft cloud. A solid and predictable capacity experience for customers on engaging with Microsoft and optimizing to protect capacity for high priority workloads is key to customer satisfaction and long-term retention. The Region Management Team within AzCCX is focused on designing and implementing frameworks, processes, and systems to engage proactively with cloud capacity customers, fulfil their capacity needs, manage cloud capacity risks, deliver cloud capacity optimizations and analytics for external and internal customers to reliably fulfil their needs and measurably improve overall customer experiences across all touch points.
We are expanding the team in India to support upcoming National Clouds and looking for a passionate and knowledgeable Program Manager to own and drive Region Management aspects for Compute resources.
As a Customer Experience Program Manager II you will work directly with Supply Chain teams to help them plan for upcoming capacity, with customers to fulfil and optimize their Azure resource usage, partner with Engineering, Infrastructure, Marketing, Field, Vendors/Contractors, and Customers to drive capacity optimization across Azure datacenters worldwide to ensure best customer experience in consuming Azure resources.
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.
Responsibilities
Service/Feature Advocacy and Enablement:
Own critical and complex capacity management function for designated regions in Azure Compute
Proactively identify and analyze risks to the capacity health for Compute, trigger mitigation strategies and actions.
Identify opportunities for capacity optimization and efficiency improvements within Azure Compute infrastructure.
Navigate complex, strategic, high-profile customer event requirements and needs.
Partner with infrastructure, planning, and forecasting teams to drive capacity enablement across Azure data centers worldwide.
Partner with Capacity Support, Capacity Operations teams to review and address quota/capacity escalations for customers.
Explore existing processes and solutions within the org, company and establish partnerships to leverage those solutions to add value to Cloud customers.
Contribute to strategic initiatives to improvise the processes and tools to provide the best capacity customer experience.
Blocker Resolution:
Resolve day-to-day issues within scope before escalation to other teams.
Enables support teams with necessary resources and guidelines to address customer issues.
Ecosystem Enablement:
Contribute to overall better efficiencies within our process/procedures through initiatives, automation, and other digital self-help tools to improve customer experience.
Work with Field leadership, Engineering Groups, and other partner teams in establishing strategic growth initiatives.
Establish, monitor, and report out against customer metrics and KPIs for the resources you manage.
Coordinates cross-functional teams of architects, engineers, and support to relay customer goals and may evaluate suggested actionable solutions.
Utilize analytics to gain insights into customer behavior and needs, driving improvements in customer experience.
Qualifications
Required Qualifications:
Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 2+ years experience in engineering, product/technical program management, data analysis, or product development
OR equivalent experience.
2+ years of experiences in managing customer and partner communications.
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.
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.
Understanding of Cloud Infrastructure, cloud services, usage scenarios and implementations.
Proven success working in a complex environment and across a diverse set of business, engineering, and operational stakeholders.
Demonstrated ability to engage with customers and partners to understand their business needs and priorities.
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Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
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