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Senior Customer Experience Program Manager
Atlanta, GA
Job Description
OverviewThe Azure Customer Experience (CXP) Program Management Office (PMO) is seeking a Senior Customer Experience Program Manager who is looking for an opportunity to make a significant impact on customer success with the feedback they provide. They enjoy working with strategic enterprise customers to understand their needs and would be excited to effectively enable their migration, maturation, and business transformation to Microsoft cloud. The CXP PMO team provides holistic customer care and engineering-level engagement through stewardship to innovate and improve their experience and success in Azure. We are seeking a highly analytical and programmatic Insights Senior Customer Experience Program Manager to deliver actionable qualitative and quantitative insights through the measurement of customer satisfaction, gathering and triaging customer feedback, and ensuring great experiences of the Azure platform to our customers. You will bring the voice of the customer to Azure engineering service teams to drive product improvements and increase customer satisfaction with Azure. 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. Every day, our customers stake their business and reputation on our cloud. You can help #AzCXP provide our customers with the world-class cloud services they need to succeed.
ResponsibilitiesYou will be a key contributor and customer advocate for our automation strategy of building systems & processes that simplify our triage and delivery of insights, and your areas of responsibilities will include:Customer Insights Analysis: Analyzes evidence-based data and leverages insights to drive engineering alignment using Customer Stories & Reports that deliver an understanding around customer pain points, customer challenges along with competitive challenges related to quality and resiliency themes.Insights Reports: Synthesizes insight reports and communicates a comprehensive view of top customer pains quantified by return-on-investment implications to address systemic issues impacting customer experience. Collaborates with engineering product teams on a transparent & consistent process for acknowledging and responding to scenarios.Leverages learnings to build engineering-backed roadmaps for prioritized scenarios.Guidance for Additional Research: Provides guidance for conducting additional research to address customer evidence gaps. Facilitates direct engagement with customers via online community engagement. Stakeholder Alignment: Leads and orchestrates v-teams through a predictable and unified rhythm of business cadence. Coordinates feedback delivery and close the loop with Feedback partners on status of asks.Continuously Improve the Insights Program: Gathers feedback from stakeholders and customers to identify areas for improvement. Refines and iterate program processes, tools, and strategies based on data and feedback.Embody ourcultureandvalues
ResponsibilitiesYou will be a key contributor and customer advocate for our automation strategy of building systems & processes that simplify our triage and delivery of insights, and your areas of responsibilities will include:Customer Insights Analysis: Analyzes evidence-based data and leverages insights to drive engineering alignment using Customer Stories & Reports that deliver an understanding around customer pain points, customer challenges along with competitive challenges related to quality and resiliency themes.Insights Reports: Synthesizes insight reports and communicates a comprehensive view of top customer pains quantified by return-on-investment implications to address systemic issues impacting customer experience. Collaborates with engineering product teams on a transparent & consistent process for acknowledging and responding to scenarios.Leverages learnings to build engineering-backed roadmaps for prioritized scenarios.Guidance for Additional Research: Provides guidance for conducting additional research to address customer evidence gaps. Facilitates direct engagement with customers via online community engagement. Stakeholder Alignment: Leads and orchestrates v-teams through a predictable and unified rhythm of business cadence. Coordinates feedback delivery and close the loop with Feedback partners on status of asks.Continuously Improve the Insights Program: Gathers feedback from stakeholders and customers to identify areas for improvement. Refines and iterate program processes, tools, and strategies based on data and feedback.Embody ourcultureandvalues
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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