Microsoft · 21 hours ago
Senior Supportability Program Manager
United States
Full-time
Remote
Mid, Senior Level
$106K/yr - $204K/yr
4+ years expMicrosoft is a global leader in technology, and they are seeking a Senior Supportability Program Manager to enhance customer support experiences. This role involves collaborating with technical support stakeholders to identify and resolve product issues, as well as developing self-service capabilities and improving product features.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
Utilizes data from backend and product data; collaborates across SBU/Engineering team to merge data; identifies new and innovative ways to analyze data and trends; leverages and/or builds dashboards with Customer Service and Support (CSS) and Engineering by filling requests, identifying data pulls that they need
Leads efforts for complex integrations in partnership with the product group for to help customers who have integrated new products and solutions with any required preparations, solution generation, and support during the integration process
Performs reviews of multiple feature areas and assesses the potential risk to the customer experience. Proposes and validates potential resolutions for user or product experience. Leads collaborative efforts with development teams (e.g., communities, customer facing teams) to create solutions
Partners on more advanced automated solutions, workflows, readiness, and/or process improvements (e.g., bots, Machine Learning, diagnostic tools) for delivery teams and/or customers for the full product life-cycle including future launches
Monitors and analyzes feature usage data and partners with engineering leadership to identify opportunities for new features, tools, or capabilities in products/services. Identifies opportunities for new features, tools, or capabilities in products/services and identifies
Identifies patterns in data sources, incorporates new data sources, and prioritizes issues and risks for moderate to highly complex products. Leverages external information (e.g., web, blogs, reviewers, telemetry) to validate and synthesize data into action (e.g., create new diagnostic and telemetry, tools, product changes). Collaborates with delivery team to identify issues and risks. Raises risks and acts as an evangelist for solutions
Influences the development of migration strategies for technology changes. Provides insights for the development and sharing of migration messaging for new or updating technologies
Communicates issues, status, mitigation options, and trends to relevant stakeholders and tailors messaging to a broader audience. Reports the impact of mitigation on operational metrics (e.g., customer satisfaction, cost) and analyzes feedback to drive further improvement in customer experience
Collaborates bi-directionally with engineering on customer issues or suspected customer issues in effort to guide engineering on how customers will see the issue, their reactions, and questions for a broader audience. Collaborates with other partners (e.g., delivery teams) to support executive customer escalations
Identifies issues with current trending issues and past pain points within software, products, and processes to ensure issues are addressed in the future
Anticipates issues, assesses impact, identifies and implements mitigation solutions for their area of focus and measures mitigation impact to customer experience across issue lifecycles and geographies. Identifies mitigations used across all areas of focus, including cross-products/programs, and recognizes elements that are appropriate to apply to their area of focus. Partners with engineering teams to drive mitigation and implement solutions. May reach out to third parties to address when their respective product/changes impact Microsoft customers. Leads the development and management of self-help platforms to curate and train on content
Analyzes the experience, the voice of the customer, and delivery team at a market and/or company level. Raises opportunities to stakeholders for sponsorship, reviews experiences of other business units or competitors, and identifies ways to incorporate into their strategies to drive continuous improvement and growth in current and future products/versions. Finds supportability efficiencies between related products and technologies at Microsoft. Generates energy and maintains expectations around new products, solutions, and offerings
Serves as a point of contact and trusted advisor to the product group for moderate to highly complex products
Partners with engineering and delivery teams to use a data-driven approach to communicate the customer story to a variety of audiences (e.g., customer support services leadership, engineering leadership) and issues/impact with engineering partners
Leads efforts to assess to-be-released features through user testing and reports identified issues to Engineering teams
Identify the tools that help a support engineer learn how to support particular features or capabilities. Trends for a new feature and run diagnostics within the early stages of a product or during new feature releases. Leads the development of troubleshooting tools. Identifies support boundary challenges and contributes to their resolution
Leads product quality of feature releases and support readiness. Leads collaborative work with engineering teams to help transfer knowledge to Delivery teams. Builds, develops, and curates content as part of that knowledge transfer process
Leads ideation and creation of new training content for products as required for internal or external trainings, and sets expectations for training requirements. Participating or presenting to large external customers on feature functionality, as needed. Develops educational learning objectives (ELOs) and identifies technical requirements that support learning objectives for technical trainings. Develops assessments (e.g., knowledge test, skill demonstration, case studies) to measure the acquisition of technical competencies against learning objectives
Serves as data steward across product lines to ensure they take a consistent approach, strategically forward thinking, and accurate
Qualification
Required
Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
Preferred
Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 12+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
14+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
5+ years technical support-related experience
5+ years experience in program management or technical program management
5+ years experience in data analysis and visualization (e.g., Power BI)
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
MarketScreener
2026-01-06
2026-01-06
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