Microsoft Customer Support Jobs in Virginia (NOW HIRING)

Overview
Do you have a passion for launching innovative customer experiences and working with some of Microsoft's most critical customers?
Microsoft's Specialized Clouds (MSC) organization works with teams across the company to drive the adoption of Microsoft Azure and Office at all classification levels (Unclassified, Secret, Top Secret).
Within MSC, the Sponsor & Program Engagement team defines, operationalizes, and remediates business systems and processes. This puts us in a unique position to orchestrate end-to-end customer experiences, work with partners across Microsoft (Commerce Engineering, Microsoft Federal subsidiary, Finance, SAP, and product teams), and deliver business impact. We are looking for a Technical Program Manager (TPM) to engage with cross-functional and multi-site teams to deliver new business systems capabilities that support Microsoft's US Sovereign clouds and our US Government customers.
The ideal candidate should be self-directed, tenacious, have a strong service and business operations mindset, and focus on delivering impact with a growth hacking mindset, finding ways to think out of the box when faced with seemingly insurmountable challenges. They should be able to dissect business problems, formulate precise questions, and map those questions into features/capabilities needed. The candidate should be able to work independently in a fast-paced, rapidly evolving, environment with fast delivery time and rapid iteration. Keys to success include strong motivation to dive deep into the data to uncover root causes and solve problems independently, combined with the ability to communicate effectively and concisely to all audiences.
Our team operates on a hybrid work schedule and the successful candidate is expected to be hands on keyboard in secure work areas that support Microsoft's US Sovereign Clouds.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
• With minimal supervision, help deliver on roadmap for features.
• Partner with the Field and customers to understand the day-in-life and envision end-to-end customer experiences for onboarding, provisioning Azure accounts, deploying bespoke capabilities, and managing their costs.
• Coordinate cross-team initiatives including scoping, requirement gathering, technical design, implementation, and launch phases.
• Identify opportunities and gaps across product/service feature areas, then collaborate with other teams to shape solution options.
• Ability to prototype proposed solutions (in partnership with others), articulate their value proposition and secure buy-in.
• Be a technical problem solver on the team, identifying innovative solutions to project roadblocks.
• Define success criteria while collaborating with others to implement features for cross-functional projects. Coordinate and ensure alignment across teams.
• Drive continuous improvements by validating use cases. Contribute to customer support and participate in direct customer engagements.
• Reduce cross-organizational exposure to failure modes (e.g., requirements not sufficiently understood/documented, ineffective cross-team collaboration, inadequate system design, insufficient testing/gaps, etc.)
• Create and operationalize processes that incorporate new capabilities.
• Document feature releases in playbooks as well as develop Troubleshooting Guides (TSG).
• Communicate weekly status reports with key metrics.
Qualifications
Required Qualifications:
• Bachelor's Degree AND 2+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
• 1+ year(s) experience managing cross-functional and/or cross-team projects.
Other Requirements:
Security Clearance Requirements: Candidates must be able 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:
• The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required pre-offer and post-hire for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
• Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance
Preferred Qualifications:
• Bachelor's Degree AND 5+ years experience engineering, product/technical program management, data analysis, or product development OR equivalent experience.
• 4+ years of experience managing cross-functional and/or cross-team projects.
• 1+ year(s) of experience reading and/or writing code (e.g., sample documentation, product demos).
• Fundamental understanding of enterprise software, cloud architectures, and database query languages.
• Familiarity with one or more general purpose programming languages, eg. PowerShell
• Proficiency with query and dashboarding tools like Kusto, PowerBI, etc. to build reports.
Technical Program Management IC3 - The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 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 $133,800 - $219,200 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
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.