Supportability Program Manager

$167,000 - $167,000/Yr

Microsoft - Charlotte, NC

Full-time - Mid Level

Remote - Charlotte, NC

10,001+ employees

Publishing Industries

About the position

The Supportability Program Manager at Microsoft plays a crucial role in enhancing customer experiences by identifying and mitigating issues related to Microsoft's products and services. This position involves collaborating with various teams to analyze customer data, develop automated solutions, and drive continuous improvement in product quality and support readiness. The role is integral to ensuring that customers achieve their business outcomes efficiently and effectively through the use of technology.

Responsibilities

• Identifies issues and risks using customer data and external information to create solutions.
• Collaborates with delivery and engineering teams to assess risks and develop automated solutions.
• Monitors feature usage data to identify opportunities for new features or improvements.
• Communicates customer issues and trends to engineering using a data-driven approach.
• Anticipates issues and implements mitigation solutions, measuring their impact on customer satisfaction.
• Analyzes customer experiences and raises opportunities for continuous improvement.
• Utilizes backend data to assist in building dashboards and managing product coding for consistent data collection.
• Drives product quality and support readiness through knowledge transfer and training content development.
• Creates training materials and assessments for internal and external training sessions.
• Provides technical expertise to assist customers during the integration of new products.

Requirements

• Experience in program management or a related field.
• Strong analytical skills with the ability to interpret complex data sets.
• Excellent communication skills, both verbal and written.
• Ability to collaborate effectively with cross-functional teams.
• Experience with customer service and support processes.

Nice-to-haves

• Familiarity with AI technology and its application in customer support.
• Experience in developing training content and educational objectives.
• Knowledge of product management and software development processes.

Benefits

• Work from home options available.
• Competitive salary range between $83k and $167k per year.