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Microsoft Corporation Technical Senior Program Manager (TPM) - Commerce Financial System in Los Angeles, California

Do you want to play a significant role in Microsoft’s success transforming itself into a cloud first technology leader? Are you passionate about customers, sellers, process improvement and operational excellence? Do you want the opportunity to influence the customer satisfaction metrics by reducing our Service Level Objectives (SLO) and properly managing conversations and engagement with Engineering teams? If so, look no further than this opportunity within the Technical Senior Program Management (TPM)-Commerce Financial System team part of the Commerce Customer Engineering & Enablement (CCEE) team.

This Technical Senior Program Manager (TPM) role has responsibility for driving success with our Microsoft customers in creating opportunities to increase customer satisfaction by serving as single point of escalation on commercial financial systems. In this role, you will manage engagements with other Program Managers, Engineering, and business teams, while ensuring SLO are achieved. As a TPM, you will work across teams to improve our operational practices and continually improve our commerce platform for driving achievement to OKRs. You will have responsibility across all sales motions and will work across different teams to address opportunities in the Commerce Financial Systems

You will drive knowledge and awareness in coordination with engineering and other CCEE teams into continuous improvement 4P opportunities (platform, people, policy, process), to manage bugs elimination and new features launches. You will present insights to influence the priorities set by engineering teams based on the opportunities to increase Customer Satisfaction (CSAT) and potential reduction of incidents reported.

Responsibilities

KEY ACCOUNTABILITIES:

  • Provide Tier 3 support for customer incidents that are escalated to Engineering and manage the triage meetings with the help of vendors (v-team), and stakeholders.

  • Coordinate teams to address resolution to issues, prioritize multiple inputs, tasks, and initiatives sometimes under tight deadlines.

  • Drive continuous improvement initiatives to meet internal OKRs, while ensuring remediation actions follow-up with a root cause analysis that prevent similar issues in the future.

  • Be the subject matter expert on the commerce financial system from technical architecture and business model to the required capabilities enabling rapid responses to CCEE support teams.

  • Capture learnings with each interaction with the engineering teams to ensuring projects and initiatives are set and expectations are clear.

  • Build strong relationships and trust with our engineering teams through regular outreach and demonstration of TPM value added service to their efforts reducing SLO and improving CSAT.

KEY LEADERSHIP/PERSONAL ATTRIBUTES:

  • Passionate about learning new things every day, while being comfortable with limited information.

  • Demonstrated leadership skills in driving initiatives that result in OKRs attainment.

  • Ability to collaborate across groups to align goals and activities.

  • Ability to understand and analyze complex business processes.

  • Strong technical proficiency with learning new tools, analyzing data, and using it for decision making.

  • Able to work effectively under pressure and meet tight deadlines

  • Customer-oriented with strong verbal and written communication skills

  • Strong business acumen and ability to understand decision impacts

  • Relationship building skills, maturity, strong presentation skills, high degree of self-confidence

Qualifications

BASIC QUALIFICATIONS:

• 5+ years project/program management experience in a product/Commerce/sales team understanding customer needs as documented in the support tickets, and turning that into fixes and features that will create value

• BA/BS in Computer Science, Engineering or Business or equivalent industry experience.

PREFERRED QUALIFICATIONS:

  • Experience in managing commerce financial system (billing, purchase order, online orders, credits, rebilling, reconciliation).

  • Outstanding cross-group collaboration skills and proven ability to partner across teams

  • Excellent communication skills with an ability to tailor messaging up and down the management chain.

  • Self-motivated individual with the ability to influence and drive strategy across teams.

  • Agile methodology mindset to work across teams.

  • A passion for deeply understanding customer needs, enabling the business, and driving for results.

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 request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .

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

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