Sr Customer Experience Engineering Manager
Sr Customer Experience Engineering Manager
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Job Description
Are you interested in working for one of the most excitingand fastest growing teamsin Microsoft passionate about exceeding customer expectations and advancing Microsofts cloud first strategy Are you interested in a startup like environment excited about cloud computing and driving growth in one of Microsofts core businesses If so then look no further!
Come join us and surround yourself with people who are passionate about cloud computing and believe thatextraordinary support is critical to customer successand are fundamentally changing how we deliver support to our top Azure customers transforming them into being Azure fans.
We areAzureCloudEngineering (ACE) a global Azure Engineering Support organization (part of Azure Customer experience group) that is customerobsessed and support engaged with an engineering mindset. Our mission is toturn Azure customers into fans with a worldclass engineeringled support experience.
We are looking for apeople leader who iscustomerobsessedwith an engineering mindsetto help uson our mission to deliver world class support experiences to ourkeyAzure role is ideal for someone who is passionate about deployingandsupporting cloud services with knowledge of usage patterns for these role requiresstrongbusiness and people leadership andtechnicalbackgroundtomanage ateam ofAzureCustomerEngineersresponsible for providing world class supporttokey customers willpartnerwith engineering teams within Azuresupportand field teamsto deliver solutions and new capabilities leading a team of highly skilled engineers delivering support.
Responsibilities:
As a Customer EngineeringManageryou are accountable for thecustomers support experience on Azureby drivingengineering led supportand improvingcustomerconfidenceon Azure. The responsibilities for this role include:
- Lead a highperforming team that willtechnicallymanage ourkeyAzure customersin partnership with support and engineering teamstobreak fix critical and complex technical issues.
- Enable a customer obsessed environment where team members can relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues.
- Build a team culture that thrives on customer obsession where team members go above and beyond their immediate issue at hand to delight the customersand can predict and resolve the next issue before the customer reports it.
- Build a close working relationship with the teams related to assigned service areas to leverage in case of escalations as well as to drive product improvements.
Continual Engineering Improvement:
- Build a framework where the team not only works closely with Azure engineering teams to support customers with their complexissues butinvests in engineering practices such as daily scrum and triage meetings to deeply understand platform gaps based on feedback and insights gained while supportingour customers.
- Collaborate with engineering teams across Azure based on a prioritize list of product improvement opportunities to eliminate top issues impacting customer experience.
- Create standards and best practices that simplify and optimize support capabilities and drive adoption across multiple service teams across Azure as well as to our broader Azure support delivery teams.
- Create an environment that fosters innovative approaches to automating customer solutions. Establish tight integration with Cloud Engineering to continually improve the Azure support tooling and diagnostics capabilities.
TechnicalReadiness:
- Foster an environment whereCustomer Engineers are onboarded with the right balance of technical depth andbreadthso they can support a broad range of complex scenarios.
- Establish a readiness framework where support engineers are abreast of latest technologies in a constantly changing environmentthroughactive triaging of cases as well as end to end case ownership.
Peopleand Culture:
- Attract and build a diverse highperforming team with capabilities needed to achieve current and future business objectives. Balance the development of existing employees while bringing in newand diverseexternal and internal talent.
- Create an inclusive work environment where every employee can effectivelyengage andwants to be part of the team. Provide ongoing feedback that helps direct reports improve their performance. Promote a positive environment across the organization by modeling behavior that promotes good morale.
- Identify and develop technical and soft skills needed to deliver outstanding support and solutions to our resources to help employees develop skills and support their career interests.
- Remove barriers to agility to enable the team to shift priorities quickly without losingcustomer focus andefficiency.
Qualifications and Experience:
- 12years ofcustomerfacing experience managing critical situations for global Fortune500customers.
- 3 years of experience managing and leading highly technical teams in an agile & fastpaced environment.
- 3 yearsof experience identifying customer needs & requirements resolving customer reported challenges developing customercentricsolutionsand delivering stellar customer experiences.
- 3 years of experience in a support product management program management or engineering environment.
- Demonstrated track record of juggling multiple priorities successfully in a fast pacedagileenvironment.
- Possess successful crossteaming skills including cultivating and influencing virtual stakeholder teams to achieve large impact results.
- Demonstrated ability to recruit and developglobalteamsthatinnovate and drivechange.
- Soundunderstanding of cloud computing technologies acrossvarious customer lifecycles of deployment and support.
#AZCXP#AZCXPACE
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable lawsregulationsand ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process please send a request to.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process please send a requestvia the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Required Experience:
Manager
Employment Type
Full-Time
