Microsoft Corporation Cloud Quality Program Manager in Tokyo, Japan
Customer Success: Microsoft aspires to help our customers achieve their own digital transformation with the power of Microsoft Cloud solutions and support offerings. To complete this mission, Microsoft invests in a dedicated Customer Success team that assist our customers to meet their business needs, and successfully realize their business outcomes. We focused on empowering customers on their digital journey, by envisioning new business opportunities to delivering and supporting solutions that result in our customers satisfaction and greater consumption of products and services.
We are looking for an experienced customer focused Cloud Quality Officer who passionate about deeply engaging with Microsoft Azure Engineering, learning the principle of cloud resilient solutions, be able to share the latest product update in Microsoft Clouds as soon as it becomes available to customers. The Cloud Quality Business Program Manager (BPM) role is responsible for supporting operational process related to Cloud quality, work closely with the Cloud Quality Lead in Azure CXP CRE. This role will be accountable for improving customers experiences by orchestrating Microsoft internal teams to provide what customers need. For example, working with customer architect teams together to understand current customers application gaps, then providing the best guidance to maintain mission critical customer applications built on the Microsoft Azure platform. The successful candidate will be able to demonstrate breadth while managing complex, highly available services with an understanding of the underlying components (Networking, Compute, storage), and work directly with customers, Customer Support, LiveSite Teams, and various Engineering teams along Azure CXP CRE main contact. Then the successful candidate will be also able to provide a compelling Microsoft Cloud Quality story to Japanese customers to gain customer’s trust.,
Work closely with customers in Japan with specific focus on Cloud quality perception and customer experience of Cloud quality
Build quality perception improvement plan for Microsoft cloud in Japan in close collaboration with Cloud Quality Lead, Corp Cloud Experience team and Customer Support Service, etc.
Develop locally relevant collateral to articulate ongoing engineering efforts, cloud reliability framework messaging, competitive comparisons and related content
Manage a pro-active communication rhythm and engage with large cloud customers with regular updates on improvements and build confidence over time
Provide readiness/information with localized content to enterprise customer facing teams to respond to customer objections
Manage process and status of activate crisis response communication during major services incidents and ensure internal stakeholder awareness and customer outreach as needed
Coordinate post-incident Root Cause Analysis documentation preparation and provide Customer Success and Account teams with localized and relevant content
Coordinate all post-incident Confidence Calls and Customer Experience related engagements as needed
Fluency in Japanese and Business level English
Understanding of definition and mechanism of Cloud quality such as High Availability, Disaster Recovery, Business Continuity, Performance Tuning
Communication skills that allow you to take lead and control the communication with internal Microsoft stake holders
Capability of strategic thinking, quantitative and analytical skills, and collaboration
Effectively manage and prioritize multiple tasks in accordance with high level objectives/projects.
Excellent written and oral communication skills required; Ability to communicate to a variety of internal stakeholders
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.