Supportability Program Manager – Microsoft Devices, CSS Do you want to help drive a world-class support experience for Microsoft hardware? As a member of the Supportability PM team for Microsoft Devices, you will work closely with a Business and Product Groups – including Surface and Accessories – with the goal to help deliver the best customer experience possible for Microsoft hardware products and ecosystem. The Supportability PM is the face of support and voice of the customer to our engineering and business groups for the Microsoft Devices under their care. Core responsibilities of the position will be to develop and maintain an excellent working relationship between support and the product groups to push supportability standards into future products, ensure awareness and readiness for upcoming releases and drive resolution to top support issues for in-market products. You will be involved in both pre-launch and post-launch activities. For new product introductions, you will help define
Other responsibilities include: Work with key stakeholders within the Microsoft Devices team to drive an effective Customer Support program. Work with the engineering and business groups to understand needs and ensure appropriate support capabilities and offerings. Champion supportability standards and good product design in the product development lifecycle. Aggregate information from a variety of listening systems and provide the voice of the customer to product teams, as their trusted advisor, to ensure appropriate prioritization and focus on supportability. Identify and champion efficient processes
General Knowledge, Skill and Experience Requirements Passion for technology and overall quality of Microsoft's products/services. A strong supportability or program management background is required. Passion and empathy for our customers and partners and for resolving the difficulties they face while using our products – including experience in customer service or support. Strong background in hardware (mobile, desktops, tablets, wearables), including cross-platform (Windows, iOS, Android), and ability to troubleshoot and reproduce moderate to complex technical issues, spanning hardware and software