Sr Product Manager
 Microsoft | |
 United States, Washington, Redmond | |
 Mar 03, 2025 | |
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OverviewWithin 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.
ResponsibilitiesCustomer 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. | |