Microsoft Security’s organizational mission of making the world a safer place for all has never been more important. In a world awash in digital threats, regulatory scrutiny, and estate complexity, security represents the most critical priorities for our customers. The Microsoft Security division is committed to reshaping security by empowering every user, customer, and developer with a security cloud that offers end-to-end, simplified solutions. Our organization accelerates Microsoft’s mission to secure digital technology platforms, devices, and clouds across our customers’ heterogeneous environments, while safeguarding our own internal estate.

Within Microsoft Security, the Customer Experience Engineering (CxE) organization is instrumental in helping customers realize the value of our security portfolio, including Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview, by gathering requirements, acting on customer feedback, and using data to drive improvements. Within CxE, the Care organization is chartered to anticipate, amplify and systemically solve customer support needs to make the world a safer place for all. We are seeking a Senior Product Manager to join the Care Operations and Enablement team, to build strategies and support processes, collaborating with customer support and product engineering to help customers realize value from Microsoft Security products. You’ll have the flexibility to drive impactful, creative solutions to support large-scale initiatives that enable best-in-class customer support experiences.

In this role, you will drive significant improvements in service reliability by efficiently managing Security Service Level Agreement (SLA) requests in collaboration with support, finance, and engineering teams. You will gather valuable engineering insights and ensure customer satisfaction by promptly handling SLA case escalations. This role offers the opportunity to streamline processes, enhance reporting, improve service performance, and drive engineering improvements for incident handling. You are technically curious, detail-oriented, and capable of delivering on both strategy and execution, often simultaneously.

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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Successful candidates can be located anywhere in the U.S.

Responsibilities

• Own the SLA process end-to-end working with support, finance and engineering teams. Manage and provide project deliverables, optimize the contribution of the people involved, and assess the impact of project decisions on quality, productivity, schedules, cost, and performance.

• Identify reporting needs and collaborate with the data teams to bridge tooling gaps.

• Drive operational efficiencies. Define and track program success metrics and draw insights for optimizing execution. Develop detailed documents listing the set of requirements needed to build out the new features and functionality to streamline SLA execution.

• Conduct data analysis to extract meaningful insights and share with each engineering team.

• Develop and maintain positive working relationships with support, finance, and engineering. This includes expressing empathy and compassion working on behalf of customers, technically deep diving with engineering to understand the customer impact and patiently working with support to address escalations.

• Develop/expand knowledge of Microsoft products and the ability to participate in technical conversations related to products. Adapt communications around different technologies, products, and services to the audience's level of understanding.

• Embody our culture and values

Qualifications

Required Qualifications:

• Bachelor’s Degree AND 5+ years’ experience in product/service/project/program management or software development

• OR equivalent experience.

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 AND 7+ years’ experience in product/service/project/program management or software development

• OR equivalent experience.

• Customer obsessed with experience managing complex, multi-year technology and business projects.

• Experience designing operational solutions that scale across product lines.

• Ability to parse the context and design an execution plan to drive incremental progress.

• Experience in the engineering and product lifecycle of highly distributed, high-scale systems.

• Ability to drive adoption of operational best practices with product, engineering, and customer facing business teams.

• Experience in data analysis, translating insights to execution phase, adept stakeholder management, and a proven track record of driving best practices in program management.

• Product management experience from understanding customer requirements to defining roadmaps, driving engineering efforts, fostering adoption, and ongoing product improvements to meet customer needs and deliver business outcomes.

Product Management IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 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 $153,600 - $250,200 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 February 19, 2025.

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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) .