Senior Technical Program Manager

hace 12 horas


San José, Costa Rica Microsoft A tiempo completo

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.
Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
The Experience Strategy, Services, and Operations (ESSO) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.
As the CE&S Technical Program Manager, you will manage the Modern Work portfolio development, working with WW stakeholders across the company.
You will collaborate and provide mentorship to a team of engineers who have a deep technical knowledge of our Modern Work Services and be accountable for setting the technical strategy, overseeing workforce planning, and ensuring all services are developed on time, with quality.
You will foster relationships with field teams around the globe and establish closed loop feedback channels to ensure that every delivery delights our customers and drives the right outcome.
The role will enable the newly formed Customer Experience and Support organization to reimagine and drive customer impact at scale.
In addition, this role will also interactive and provide guidance to a set of strategic service capabilities, that span all solution areas, helping bring the IP portfolio together.
We are looking for a growth mindset individual with a proven ability to navigate complex stakeholders across the company, and an ability to speak to business and technical counterparts.
If you are energized by ambiguity, have an entrepreneurial spirit, able to work with empathy when under pressure, and operate with high confidence and interpersonal awareness, then this may be your next role.
This role is flexible in that you can work up to 100% from home.
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**:

- Technical Strategy and Service Development - Partner with our business teams and technology partners to align and prioritize top business scenarios.
Collaborate with team members, provide innovative ideas to translate business requirements and customer promises to technical solutions, develop the user stories, and oversee the development cycle while ensuring a high-quality bar.
Partner with field teams to validate each service delivers on the customer promise and develop the reporting and measurements working senior colleagues to support quarterly and monthly business reviews with senior leadership.
- Engineering Excellence & Continuous Improvement
- help drive team culture and supporting processes that accelerate time to market from planning through development and test.
Ensure all priorities and initiatives are aligned with key stakeholders across Microsoft and track development timelines and customer outcomes for all in-flight and net new investments.
- Field Execution Enablement - through interaction with our field technical communities (Customer Success Architects, Modern Work Architects, Customer Engineers, Customer Success Account Managers, etc.
), help ensure every release is thoroughly field tested and ready for our customers.
Gain critical feedback and adapt to ever-emerging customer needs and expectations.
- Leadership - foster an exceptional and inclusive work environment within the team members, a growth mindset.
Collaborate, receptive to coaching and guidance with global v-team teams to meet business objectives and ensure we continue to focus on the customer experience and driving outcomes our company counts on to win in the market.
**Qualifications**:

- 8+ years of experience in engineering, product/technical program management, data analysis, or product development or equivalent experience, technical knowledge of the Microsoft 365 suite / Modern Work.
- Ability to partner across business teams and technology teams to help drive the Modern Work strategy and roadmaps.
- Ability to perform research, evaluate market trends (including those forever changed by COVID-19) and uncover current needs
- Experience in management of complex cross-group, cross-business, cross-disciplinary projects.
Organize and lead cross-functional product development through business requirements, design, implementation, and deployment.
- Ability to deal with ambiguity, resolve conflicts, prioritize multiple strategic and tactical options and drive issues to closure without c



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