Principal Customer Experience Manager - Azure CxP

Microsoft; London; On-site; GBP 70,000 - 120,000; Full time

Job summary

Microsoft is seeking a dynamic leader for their Customer Obsessed Support Delivery Team in London. This role involves managing a high-performing team providing world-class support to Azure customers, fostering innovation, and collaborating with engineering teams. Ideal candidates should possess strong management skills, a background in cloud computing technologies, and the ability to advocate for customer needs effectively.

Benefits

Equal opportunity employer

Flexible working hours

Career development opportunities

Inclusive work environment

Qualifications

• Experience managing and leading highly technical teams in a fast-paced environment.
• Strong communication skills with executive presence.
• Ability to innovate and drive change.

Responsibilities

• Lead a high-performing support delivery team for Azure customers.
• Foster an environment of customer obsession and continual engineering improvement.
• Attract and develop a diverse, high-performing team.

Skills

Communication

Leadership

Cloud Computing

Problem Solving

Agile

Innovation

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Bachelor's degree in Engineering

Job description

Responsibilities

1. Lead a Customer Obsessed Support Delivery Team: Lead a high-performing team supporting top Azure customers, resolving critical technical issues in a 24x7 environment. Align team efforts to deliver world-class support and advocate for customer needs, representing issues to engineering teams and developing innovative resolution methods. Foster a culture of customer obsession, exceeding immediate support needs and proactively preventing future issues.
2. Continual Engineering Improvement: Collaborate with Azure engineering teams to support complex customer issues, and invest in engineering practices like daily scrums and triage meetings to identify platform gaps. Work on product improvement initiatives to eliminate top customer-impacting issues. Develop standards and best practices to optimize support capabilities and drive automation and tooling enhancements.
3. Support Readiness: Ensure support engineers are onboarded with appropriate technical depth and breadth, staying current with evolving technologies. Establish a readiness framework to maintain high support standards across complex scenarios.
4. People Leadership: Build and develop a diverse, high-performing team aligned with business objectives. Balance skill development with talent acquisition, fostering an inclusive environment. Provide ongoing performance feedback, promote good morale, and enhance technical expertise. Support career growth and remove barriers to agility.

Qualifications

1. Required: Experience supporting enterprise customers, leading technical teams, a relevant degree, and familiarity with cloud technologies, especially Azure.
2. Preferred: Strong communication skills, knowledge of modern engineering practices, customer-centric mindset, recruitment and team development skills, ability to drive change, and relationship-building capabilities. Must meet security screening requirements.