Supportability Program Manager

Microsoft's Customer Experience & Success (CE&S) organization, specifically the Customer Service & Support (CSS) team, is seeking a Supportability Program Manager. This role is crucial in building trust and confidence for customers through delivering seamless support experiences. The position involves identifying and prioritizing issues, managing mitigations, analyzing data, and driving product quality and support readiness.

Key responsibilities include:

• Identifying issues and risks using customer data for moderately complex products
• Collaborating with engineering teams to create solutions and automated workflows
• Analyzing feature usage data to identify opportunities for new features or capabilities
• Communicating customer stories and issues to engineering teams
• Implementing and measuring the impact of mitigation solutions
• Providing feedback on trending issues to improve future products and processes
• Analyzing customer experience data to drive continuous improvement
• Managing product coding for consistent and meaningful data
• Developing training content and assessments for internal and external use
• Driving migration strategies for technology changes

The ideal candidate will have 7+ years of related work experience or a combination of education and experience in fields such as computer science, IT, business, or related areas. Strong skills in data analysis, program management, and technical support are required. The role offers opportunities to work with cutting-edge AI technology and contribute to Microsoft's mission of empowering every person and organization on the planet to achieve more.

This position offers a competitive salary range and comprehensive benefits, including industry-leading healthcare, educational resources, and opportunities for professional growth. Microsoft is committed to fostering a diverse and inclusive work environment and is an equal opportunity employer.