Senior Customer Experience Program Manager

Full Job Description

Working closely with customers, engineering, and infrastructure teams, the Capacity Team develops the frameworks, processes, and systems required to deliver an exceptional capacity experience. Track overall support effectiveness and health, analyzing customer satisfaction and quality data. Address support process, data and system gaps impacting the customer. Monitor key operation metrics and drive operation process improvements. Provide visibility to process and system issues, collaborating with engineering/product/business teams to drive improvements, automation, and efficiency. Provide visibility to platform capacity reliability issues and collaborate with platform teams to eliminate customer failures as it relates to capacity. Technical advisor/escalation for issues outside of the vendor operations knowledge and capability. Collaborate across a diverse set of business stakeholders, including the Azure engineering team, to design new deployment and platform capabilities. Facilitate industry-standard Root Cause Analysis (RCA) for premium customers Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND (5-8 years)experience in engineering, product/technical program management, data analysis, or product development Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience. 7+ years of technical and business experience in the following or related areas: engineering, program management, capacity management, capacity optimization, program management, cloud capacity management. Azure Platform or Operations within a cloud service architecture, deployment and configuration. Deep understanding of cloud services, usage scenarios and implementations. Experience working in or with cloud engineering teams preferred. Ability to troubleshoot technical issues, synthesize complex issues/scenarios into easy-to-understand concepts and drive quick customer resolution and influence the long-term success plan.