Customer Service Representative

Customer Experience Program ManagementMicrosoft's Cloud business is expanding, and the Cloud Supply Chain (CSCP) organization is responsible for enabling the hardware infrastructure underlying this growth including AI! We are looking to hire a Customer Experience Program Management. CSCP's vision is to empower customers to achieve more by delivering Cloud and AI capabilities at scale. Our mission is to deliver the world's computer with an industry-leading supply chain. The CSCP organization is responsible for traditional supply chain functions such as plan, source, make, deliver, but also manages supportability (spares), sustainability, and decommissioning of datacenter assets worldwide. We deliver the core infrastructure and foundational technologies for Microsoft's over 200 online businesses including Bing, MSN, Office 365, Xbox Live, OneDrive and the Microsoft Azure platform for external customers. Our infrastructure is supported by more than 300 datacenters around the world that enable services for more than 1 billion customers in over 90 countries.Cloud Supply Chain Global Operations (CSGO) powers Microsoft's cloud by driving end-to-end supply chain strategy, planning, and operations across a global datacenter infrastructure. By connecting demand, supply, and delivery, CSGO ensures the right hardware is available at the right place and time to support scalable, reliable cloud growth. Through data-driven decision making, operational excellence, and strong partner collaboration, CSGO delivers resilient, efficient, and trusted supply chain solutions worldwide.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.ResponsibilitiesLead virtual teams to deliver infrastructure predictably based on customer needs by driving collaboration and efficiency.Develop methods and processes to collect critical data on deployments, progress, and dependencies, ensuring data-informed decision-making.Define and implement capabilities to enhance the capacity customer experience and streamline operations.Collaborate with Engineering teams to identify automation opportunities that optimize milestone delivery for deployments.Work closely with Capacity teams to anticipate challenges and proactively address demands for smooth deployment.Partner across Supply Chain, Product Groups, and Security organizations to define end-to-end processes, KPIs, and multi-year roadmaps, driving robust execution.Build comprehensive knowledge of hardware deployment processes and collaborate with supply chain teams to resolve hardware-related issues.Create actionable dashboards with analytical tools to support daily and weekly management of dependencies and blockers.Establish metrics and analytics to monitor and improve performance against strategic goals.Champion continuous improvement across programs, identifying areas to boost reliability and efficiency.Provide Engineering teams with clearly defined business capabilities and requirements tailored to the organization's vision.Present complex topics clearly and confidently to executives, tailoring communication to drive alignment and informed decision-making.QualificationsRequired Qualifications:Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.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 ClearancePreferred QualificationsProven expertise in managing cross-functional and cross-team programs for over 6 years.Ability to write and interpret code, using scripting and automation tools for documentation and implementation (1+ year experience preferred).Demonstrated success in partnering with software engineering teams to deliver large-scale automation and digitization initiatives, aligning tools and processes across the enterprise.Skills in process engineering, optimization, and defining global metrics for business analysis and continuous improvement.Solid foundation in Supply Chain principles, including forecasting, planning, and inventory management.Advanced problem-solving abilities to address dynamic challenges in agile environments.Effective experience with T-SQL, Kusto, PowerApps, or other analytical tools (2+ years preferred).Six Sigma certification as evidence of mastery of quality control and process optimization methodologies.Capability to quickly gain proficiency in new concepts and techniques to address evolving demands.Customer Experience Program Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $160,200 - $261,000 per year.Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here.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. Microsoft Corporation