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Microsoft Corporation Principal PM Manager, Digital Customer Solutions in Cambridge, Massachusetts

Do you want to improve Microsoft’s customers’ experience with more connected digital experiences? Do you seek data-driven evidence to bring positive change to digital experiences? Do you have an uncanny ability to frame a problem effectively and get diverse people across organizations working toward a common objective? If so, the Digital Customer Solutions (DCS) team, within the Customer Experience & Success (CE&S) organization at Microsoft, is looking for you to join our us as a leader of a team of Digital Program Managers.

As a leader in DCS, you and your team will help Microsoft design and plan cutting-edge digital service experiences for Enterprise Support customers who purchase our top-tier support offerings. This includes driving an end-to-end strategy, aligning across engineering and CE&S on shared objectives and goals, reporting out on progress in monthly forums, identifying and assessing new opportunities to transform the customer experience, and partnering closely with the Digital Experience team to progress the cross-cloud customer experience.

Responsibilities

  • Learn, live, and coach the Microsoft culture and values. Lead through change by bringing clarity, generating energy, and delivering success.

  • Inspire and lead a team of high functioning digital delivery Program Managers, focusing on Enterprise Support customer digital experiences.

  • Drive alignment with partners and stakeholders on shared vision, strategy, goals, and objectives for digital Enterprise Support priorities, building strong working relationships and shared accountability.

  • Maintain existing and discover new partnerships and relationships with other organizational leaders across engineering and CE&S to further improve and scale customer experiences and business impact across Microsoft.

  • Inspire innovative thinking and growth mindset on the team to come up with creative solutions to address customer and business pain points and build a more connected customer experience.

  • Support the prioritization and sourcing of high impact customer and business requirements toward monthly, quarterly, and annual goals and targets.

  • Manage a large portfolio of initiatives and multiple efforts toward due dates and target goals.

  • Drive broad and deep customer awareness and adoption of existing, newly deployed, and upcoming digital experiences through release management and go-to-market programs.

  • Own and produce high quality executive communications and data story telling artifacts that reflect the state of the business to organizational leadership.

  • Manage and maintain a regular Rhythm of Business with partners and stakeholders.

  • Innovate and ideate on internal and external processes and procedures that drive improved efficiency and operational efficacy.

Qualifications

  • Strong product management professional with ability to drive strategy and product vision from initiation to launch.

  • 12+ years of experience in technology.

  • 8+ years of product and/or technical program management experience.

  • Proven record of building technical and business relationships with senior stakeholders, and with executive standing.

  • Strong business acumen to partner with other key leaders across Microsoft engineering, services, and research teams to deliver on our DCS engineering priorities.

  • Excellent communication and presentation skills. Ability to speak with influence and impact. Ability to communicate complex technical information clearly to people with or without a technical background. Ability to present and articulate effectively across all levels of the organization.

  • Ability to identify key issues and differentiate between actual technical capabilities and unproven solutions or concepts.

  • Exceptional decision-making skills, conflict resolution, community building, and follow through. Results driven.

  • Travel: 10% of travel expected.

  • Location: Issaquah, WA; Charlotte, NC; Las Colinas, TX, or remote in the United States.

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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