Senior Customer Experience Program Manager
Core
Develop frameworks, processes, and systems to deliver exceptional capacity experience; track support effectiveness, analyze satisfaction data, and drive operational improvements for platform capacity reliability.
Role type
Senior Customer Experience Program Manager (Capacity)
Builds
Frameworks, processes, systems, and deployment capabilities for cloud platform capacity
Domain
Cloud services / Capacity management / Azure Platform
Required skills
Capacity management, Cloud capacity optimization, Root Cause Analysis (RCA), Technical program management, Data analysis, Cloud service architecture, Deployment and configuration, Troubleshooting technical issues, Stakeholder collaboration, Process improvement
Preferred skills
Experience with cloud engineering teams, Azure Platform operations
Technologies
Azure Platform
Responsibilities
Track overall support effectiveness and health by 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 and collaborate 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; Facilitate industry-standard Root Cause Analysis (RCA) for premium customers; Collaborate with Azure engineering team to design new deployment and platform capabilities; Act as technical advisor/escalation for issues outside of vendor operations knowledge and capability.
Seniority
Senior, hands-on IC