Quality Program Manager

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.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

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**:

- Team Readiness & Development - you will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps.
- Case Management (Delivery Excellence) - you will perform case reviews to ensure process compliance.
- Managing Collaborative Activities - mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards.
- Supportability Activities - you will contribute to customer self-help and volume deflection initiatives.
- Process Improvement - you analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.
- Team Readiness & Development - you will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps.
- Case Management (Delivery Excellence) - you will perform case reviews to ensure process compliance.
- Managing Collaborative Activities - mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards.
- Supportability Activities - you will contribute to customer self-help and volume deflection initiatives.
- Process Improvement - you analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.

**Qualifications**:
We are looking for a Technical Advisor with a passion around data analysis, somebody who thrives in high pace environments, and who is comfortable in ambiguous situations while maintaining a high-quality work product.

Required Qualifications:

- 3+ Six Sigma/Quality Management experience
- Proven experience in running and driving successful project outcomes.
- 5+ years prior product/customer support experience
- 5+ years experience with all Office products, in particular Teams, SharePoint and PowerPoint
- Proficiency in ADO, PowerBI, PowerApps, Excel (pivot tables, graphs, charts, etc.)
- High level of analytical thinking - capacity to envision how different scenarios may impact a metric/results, and analyze data to test hypotheses

Preferred Qualifications:

- Ability to work with and lead virtual teams
- Passion for change and driving improvements

Bachelor’s degree in Computer Science, Engineering, Math, or equivalents experience

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.