Technical Program Manager - Business Risk & Compliance

Microsoft is a leading technology company on a mission to empower every person and organization on the planet to achieve more. They are seeking a Senior Technical Program Manager to drive global workplace strategies, focusing on risk management and strategic investments in the Customer Experience and Success organization.

Responsibilities:

• Identifies complex opportunities and gaps within a product or multiple functional areas (e.g., product, service, systems). May lead internal and/or external customer or stakeholder engagements to solicit feedback and understand their experiences with Microsoft’s products and services
• Independently performs complex research of stakeholder needs in collaboration with other teams, conducts analyses, and examines customer and technology-related industry trends, as well as industry-specific requirements or regulations
• Integrates relevant data (e.g., usage, telemetry, service data) and tools (e.g., artificial intelligence, automation) to identify complex patterns, and generate hypotheses for and facilitate building of solutions
• Leverages technical expertise in the relevant programs, solutions, services, or integrated systems across multiple functional areas they own and understands the Microsoft and business value of proposed solution(s)
• Understands and starts to build experiences across multiple groups or divisions
• Influences others to develop problem statements and form hypotheses for a product or multiple functional areas (e.g., product, service, systems) to address complex business, program, and customer needs, and/or market opportunities and identifies all dependencies effected by the proposal
• Owns and performs experiments to test hypotheses and inform decisions on what product or multiple functional areas (e.g., product, service, systems) to introduce
• Leverages AI to identify trends and patterns and inform root causes of problems
• Establishes clarity of patterns of root problem and how it relates with previously seen trends across customers and/or stakeholders
• Determines the customers/sectors impacted and provides research evidence to determine priorities
• Ensures alignment between customers, stakeholders, and/or the market with the goals of and strategy of Microsoft
• Determines and leads process and system improvements to quickly scope insights
• Defines the program(s) goals and prioritization for various capabilities, features, or solutions for multiple products or functional areas (e.g., product, service, systems) they own
• Translates the needs of the organization and other teams into program goals and prioritized deliverables based on data-focused analysis and aligns them with the overarching organizational strategy and key stakeholder needs
• Engages in risk management (proactive and reactive) to identify risks and propose mitigations
• Uses data (e.g., telemetry, usage, net satisfaction, customer satisfaction) and tools (e.g., artificial intelligence, automation) to build more informed risk mitigation plans
• Defines success criteria and performance metrics (e.g., objectives and key results [OKRs], key performance indicators [KPIs] such as quality and performance) for programs, solutions, services, or integrated systems across functional areas
• Works with partners and/or stakeholders (e.g., Engineering, Design) to ensure needed telemetry is developed
• Deeply understands the return on investment and presents it to key stakeholders
• Partners with relevant teams (e.g., Engineering, Marketing, Design, Security) to design architecture and integrated customer solutions to complex technical needs for a product or multiple functional areas (e.g., product, service, systems)
• Works with internal and external technical partners and/or architects to represent technical solutions to customers
• Proposes and gains buy-in from partners on approach for design, solution, and architecture documents a product or multiple functional areas
• Understands what options are available and partners with others to identify and select best option for needs, and creates new solutions if needed
• Collaborates with architects and technical partners to develop architecture
• Collaborates with relevant technical and business teams to contribute, prioritize, and deliver on the roadmap for a product or multiple functional areas (e.g., product, service, systems)
• Understands the value proposition for a product or multiple functional areas and answers technical questions on a product or multiple functional areas they own
• Drives features or functional areas that utilize AI and ensure they meet quality, security, and ethical standards
• Validates use-case and scenario outcomes, and performance targets that are being achieved
• Contributes to or facilitates writing readable and extensible test cases from scratch to test code and improve quality
• Creates relationships and rhythm to drive orchestration and integration efforts with internal teams and external partners and/or stakeholders to develop and implement processes for large and complex cross functional programs, solutions, services, or integrated systems across multiple functional areas
• Collaborates and coordinates across organizations to ensure alignment on program management, including tradeoffs, adjustments, and improvements as feasible
• Contributes to the development of the staging and implementation plan for piloting/release in alignment with objectives and key results (OKRs) and key performance indicators (KPIs) for a product or multiple functional areas (e.g., product, service, systems)
• Collaborates with stakeholders to monitor progress and adjust as needed, and communicates the status to senior stakeholders
• Breaks down the program into projects and ongoing operations
• Collaborates with others to track, coordinate, and communicate end-to-end project schedules for a product or multiple functional areas (e.g., product, service, systems), leveraging automation, artificial intelligence, and/or workflows where applicable
• Works with others to establish and 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, escalating when necessary
• Makes adjustments or course corrections when projects are not aligned to schedules or goals
• Ensures full compliance with all privacy, security, accessibility, quality, responsibility, safety, and other legal and business requirements and standards
• Partner with contributing teams and stakeholders (e.g., Engineering, Design) 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 deep insights that lead to productive courses of action to improve development, iteration, and implementation of a product or multiple functional areas (e.g., product, service, systems)
• Leverages latest technologies, artificial intelligence and Generative AI, customer listening systems, telemetry, and/or engagements (e.g., interviews, surveys) to develop insights on product and/or service performance and customer needs
• Forms hypotheses to complex technical needs, performs experiments, and iterates to drive improvement in specific performance metrics, and shares insights with partners and stakeholders
• Contributes to the development of Program Management best practices and shares them across the team
• Drives the customer supportability experience and provides documentation (e.g., troubleshooting guidelines, best practices, blogs)
• Monitors how products and/or services are being used
• Utilizes automation and AI to track and understand a root-cause analysis for live-site incidents with little guidance from others
• Understands and drives improvements in the support process, including both forums and communities
• Collaborates with and provides insight to users, partners, or stakeholders (e.g., business-process owners, support, Engineering) on broad live-site improvement opportunities
• Acts as a technical advisor to educate and evangelize the product or multiple functional areas (e.g., product, service, systems) they work on with customers via meetings, presentations, and other forums
• Leads direct customer (internal and/or external) engagements to solicit feedback and understand their experiences with product or multiple functional areas (e.g., product, program, services, systems)
• Helps deliver sales enablement and field support
• Participates in business deals, creates partnerships, and participates in pre-sales meetings with customers

Requirements:

• Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, financial management or product development OR equivalent experience
• 2+ years of experience managing cross-functional and/or cross-team projects
• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role
• Bachelor's Degree AND 8+ years experience engineering, product/technical program management, data analysis, financial management or product development OR equivalent experience
• 6+ years of experience managing cross-functional and/or cross-team projects
• 1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos)