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Principal Technical Program Manager

1 month ago

Irving, United States Microsoft Full time
OverviewWith over 18,000 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 Global Customer Success (GCS) 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.Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for a Principal Technical Program Manager with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. As the Principal Technical Program Manager you will guides teams to identify opportunities and gaps in the implementation of feature(s)/feature areas. Demonstrates and builds experiences across multiple groups or divisions. Acts as a subject matter expert in orchestrating and integrating efforts for the development and implementation process of feature(s)/feature areas. Drives teams to develop the staging and implementation plan for piloting/release in alignment with Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) for feature(s)/feature areas. Helps teams lead governance programs and processes to ensure that specific performance requirements and standards are met throughout the development lifecycle. Provides expertise to help teams partner with others to collect performance metrics. Guides teams to own the customer supportability experience and provides documentation. Guides teams to act as technical advisors to educate and evangelize the feature(s)/feature areas. In addition, this role has people management responsibilities, including driving employee growth and development, executing projects, and managing performance.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 People Management As the Principal Technical Program Manager, you will lead a team of 8-10 Technical Program Managers driving the Unified Case Platform of Microsoft Support. This includes:* Managing deliver success through empowerment and accountability by modeling, coaching, and caring.* Model - Live our culture; Embody our values; Practice our leadership principles.* Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.* Care - Attract and retain great people; Know each individual's capabilities and aspirations; Invest in the growth of others.Product Development* Identifies crucial and strategic opportunities and gaps in the implementation of multiple feature areas. Acts as a subject matter expert in orchestrating and integrating efforts for the development and implementation process of feature(s)/feature areas (e.g., product, services) on large cross functional projects with internal teams and external partners. Creates relationships to drive orchestration and integration efforts for the development and implementation process of multiple feature areas, to ensure alignment on product management and release, including tradeoffs, adjustments, and improvements as feasible.* Guides teams to partner with the engineering team to contribute, prioritize, and deliver on the roadmap for the feature(s)/feature areas (e.g., product, service). Drives teams to understand the value proposition for the feature(s)/feature areas and answer technical questions on the feature(s)/feature areas they own. Guides teams to justify capacity requirements and advocate for the right resource allocation. Partners with the Engineering team to know the feature capabilities in alignment with the goal updates and associated tradeoffs.* Guides teams tracking, coordinating, and communicating end-to-end project schedules (e.g., epics, sprint/semester plans, milestones, timelines, releases) for feature(s)/feature areas (e.g., product, service). Ensures teams establish and monitor processes and hold other stakeholders accountable for following the established schedule and processes. Guides teams when tracking and managing dependencies to enable cohesive, connected user scenarios, and to avoid issues and mitigate risks. Coaches' teams to adjust or course corrections when projects are not aligned to schedules or goals.* Drives teams to develop the staging and implementation plan for piloting/release in alignment with Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) for feature(s)/feature areas (e.g., product, service), its development timeline, and the introduction to the different programs. Ensures teams collaborate with stakeholders to monitor progress and adjust as needed.* Helps teams lead governance programs and processes to ensure that specific performance requirements and standards are met throughout the development lifecycle (e.g., quality, compliance, privacy, security, safety, accessibility).* Acts as both a technical leader and industry expert when educating teams to validate use-case and scenario outcomes, and performance targets that are being achieved. Other Embody our culture and values