Within Microsoft Security, the Customer Experience Engineering (CxE) organization is instrumental in helping customers realize the value of our security portfolio, including Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview, by gathering requirements, acting on customer feedback, and using data to drive improvements. The organization is chartered to anticipate, amplify and systemically solve customer support needs to make the world a safer place for all. We have an exciting opportunity for a Senior Product Manager to join the Purview Problem Product Management team, to build strategies and support processes, collaborating with customer support and product engineering to help customers realize value from Microsoft Security products. We are searching for an individual with an analytic and engineering mindset with a passion for improving customer support experience and product quality. You’ll have the flexibility to drive impactful, creative solutions to support large-scale initiatives that enable best-in-class customer support experiences.

Microsoft Purview Compliance Microsoft Purview is a comprehensive set of solutions that can help your organization govern, protect, and manage data, wherever it lives. Microsoft Purview solutions provide integrated coverage and help address the fragmentation of data across organizations, the lack of visibility that hampers data protection and governance, and the blurring of traditional IT management roles.

Responsibilities

Customer Focus :

• Understand and identify opportunities to build customer support experience and improve product.

• Be the Voice of the Customer by identifying trends that generate customer calls, escalations, Crisit, and use that data to drive improvements back into the product.

Collaboration :

• Partner with Purview Engineering and support teams to identify key problems causing pain points for our customers and be able to drive impactful and measurable resolutions.

• Identify, drive solutions and collaborate with partner teams to implement.

• Expected to create an inclusive and globally distributed environment that invites a diverse set of ideas to the table to deliver innovative, high quality, and timely solutions to problems.

Data Driven Decisions :

• Define KPIs, ensuring all aspects of the service are instrumented and will delve deep into the data to identify key insights and drive decisions.

• Provide technical guidance and support to the team, leveraging your expertise in AI and machine learning to solve complex problems.

• Be able to consume large data and be able to analyze themes and trends toward improving product quality and support experience.

• Define metrics, tooling, and proactive solutions to enable support and engineering to quickly resolve support tickets.

• Have knowledge and awareness of new product feature releases and make sure support is ready to support new feature.

• Leverage problem management skills to identify both reactive and proactive steps to minimize impact of incidents and prevent their recurrence.

• Communicate insights effectively to leadership and cross-functional teams using dashboards, reports, and presentations.

Operational Excellence:

• Drive process improvements, methodologies, and technical instructions for Support and engineering groups based off the problem management analysis.

Qualifications

Required Qualifications:

• Bachelor's Degree in Engineering, Computer Science, or related field AND 4+ years experience in software industry experience related to technology

• OR equivalent experience

Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Additional or Preferred Qualifications

• 2+ years of experience with Microsoft Purview.

• 5+ years in supportability, with customer-facing or technical support experience.

• Deep understanding of data analysis tools, practices, and query languages, and Microsoft Power BI.

• Communication skills, including the ability to influence and engage senior leadership and working teams through clear, concise writing and verbal communication. Ability to influence without direct authority, holding workstream leads accountable for their responsibilities and product goals.

• Product management experience within the security or technology domain, with a track record of managing and delivering large, complex projects and workstreams spanning multiple functions and organizations.

• Bachelor's degree and 7+ years of experience in product, service, project, program management, or software development.

• Passion and strong advocacy for our customer experience while utilizing technical problem-solving skills.

• Thrive in a fast paced, exciting, globally distributed work environment where there are always new challenges and opportunities.

• Experience with ITIL problem management methodology.

• Solid understanding of AI technologies, including machine learning, deep learning, natural language processing,

• Leadership: demonstrates effective problem-solving, sound judgment, strong negotiation skills, and decisive decision-making abilities.

Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $153,600 - $250,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until March 11, 2025.

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Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .