Program Manager Tech 2/Redmond, WA (Remote-10+ months Contract)

Program Manager Tech 2

Location Requirements: Remote Monday Friday 40hr/ week Duration: 10 months

Job Description Typical Day in the Role Purpose of the Team: The purpose of the Partnerships team in skilling is to be responsible for the growth of the Microsoft internal learning platform Key projects: This role will contribute to integrating the Microsoft learned content into the customer ecosystem. Providing support for internal Microsoft partners and employees with technical support, and creating a centralize path for solutions. Typical task breakdown and operating rhythm: The role will consist of the following, 85% Processing ticketing system requests 15% integrating feedback and questions in to framework Partnering with team to provide recommendations / reviewing surveys to improve self-services option Collaborating and strategizing to improve process

Candidate Requirements Years of Experience Required: 2-4 overall years of experience in the field. Degrees or certifications required: No degree is required to be eligible for this role. Disqualifiers: Candidates with entry level experience will not be eligible for the role. Best vs. Average: The ideal resume would contain demonstrated program manager experience and technical support experience. The resume should quantify the number of people they have supported, the team is looking for someone who has managed a team of 20-50. Experience working in the online learning space, in any capacity, and has a passion to help people learn. Performance Indicators: Performance will be assessed based on meeting deadlines, feedback and quality of work.

Top 3 Hard Skills Required + Years of Experience Minimum 2 years experience with Azure DevOps Minimum 4 years experience with API Tools Proficiency - Experience using API request tools such as cURL or Postman2 Minimum 4 years experience with technical support

Hard Skills Assessments Expected Dates that Hard Skills Assessments will be scheduled: ASAP Hard Skills Assessment Process: The assessment process will include 1 panel round Required Candidate Preparation: Candidates should have general preparedness prior to the assessment.

Who we are: Our team contributes to customer success by effectively identifying and delivering relevant content that supports Microsoft customers and contributes to the growth of the Microsoft Learn platform. Our mission is to foster strong, mutually beneficial partnerships through a deep understanding of customer needs and insights. We engage and educate on our Skilling assets, ensuring they align with and support the goals of our product teams and developers across Microsoft.

Role Description: The ideal candidate will play a key role within our tiered support framework for Integrators that are internal Microsoft employees. Responsibilities include: addressing inquiries that employees weren't able to resolve through self-service materials, creating & maintaining detailed Microsoft Learn documentation, identifying tactics to enhance troubleshooting efficiency to drive improvements in the support experience, facilitating the process of gathering and prioritizing feedback from employees, and as needed, generating escalation requests to the next support tier for inquiries that are outside of the knowledge domain and resources available to the vendor.

Key Accountabilities: First-Line Support to troubleshoot and provide issue resolution: Serve as the initial point of contact for internal Microsoft employees seeking technical assistance with their integrations to Microsoft Learn Respond to support requests via phone, email, Teams chat, in a timely and professional manner. Gather relevant information from users to accurately diagnose and troubleshoot their integration issues. Leverage the self-service materials to walk employees through the solution(s) (navigating on Microsoft Learn) to resolve issues. Escalate complex or unresolved issues to Tier 2 support team with detailed information on the solutions provided and the reason for the escalation.

Documentation and Knowledge Sharing: Create and maintain detailed documentation to enhance self-service materials available to users. Oversee the Microsoft Learn product documentation portfolio to ensure the necessary content exists and meets the hygiene requirements.

Customer Support and Communication: Provide exceptional customer support by demonstrating empathy, patience, and professionalism when interacting with employees. Communicate technical information effectively to non-technical users in a clear and understandable manner. Follow up with users to ensure their integrations issues have been resolved satisfactorily and feedback form has been sent.

Adherence to Policies and Procedures: Adhere to company policies, procedures, and service level agreements (SLAs) to meet performance targets and ensure consistent service delivery. Maintain confidentiality and data security

Skills needed: Record of success of driving operations strategy, excellence in execution, attention to detail, and ability to drive multiple streams of work in a fast-paced environment Excellent communication skills (both verbal & written) with an ability to listen & respond to customer inquiries Demonstrated operational expertise in working across multiple processes, systems and can systematically solve issues and drive continued development & improvement Demonstrated ability in using data in decision making and recommendations Experience working with ticketing systems, preferably Azure Dev Ops Must have working knowledge of large language models, including concepts like GPT models and how they work. This includes concepts like vector retrieval, probabilistic systems, transformer architecture and response augmentation systems (RAGS). API Tools Proficiency - Experience using API request tools such as cURL or Postman2. RESTful Services - Understanding of REST web requests and how to interact with RESTful APIs. Query Languages - Ability to write and submit queries using Keyword Query Language (KQL) or FAST Query Language Programming Skills - Proficiency in a programming language that supports requests, such as JavaScript, to construct URIs for GET or POST requests and handle JSON data. JSON Handling - Ability to handle JSON-encoded responses returned by the API1. Requests - Familiarity with sending GET requests to retrieve data from the API.