Senior Product Manager

Microsoft Security’s organizational mission of making the world a safer place for all has never been more important. In a world awash in digital threats, regulatory scrutiny, and estate complexity, security represents the most critical priorities for our customers. The Microsoft Security division is committed to reshaping security by empowering every user, customer, and developer with a security cloud that offers end-to-end, simplified solutions. Our organization accelerates Microsoft’s mission to secure digital technology platforms, devices, and clouds across our customers’ heterogeneous environments, while safeguarding our own internal estate.

Within Microsoft Security, the Customer Experience Engineering (CxE) organization is instrumental in helping customers realize the value of our security portfolio, including Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview, by gathering requirements, acting on customer feedback, and using data to drive improvements. Within CxE, the Care organization is chartered to anticipate, amplify and systemically solve customer support needs to make the world a safer place for all. We are seeking a Senior Product Manager to join the Care Operations and Enablement team, to build strategies and support processes, collaborating with customer support and product engineering to help customers realize value from Microsoft Security products. You’ll have the flexibility to drive impactful, creative solutions to support large-scale initiatives that enable best-in-class customer support experiences.

In this role, you will drive significant improvements in service reliability by efficiently managing Security Service Level Agreement (SLA) requests in collaboration with support, finance, and engineering teams. You will gather valuable engineering insights and ensure customer satisfaction by promptly handling SLA case escalations. This role offers the opportunity to streamline processes, enhance reporting, improve service performance, and drive engineering improvements for incident handling. You are technically curious, detail-oriented, and capable of delivering on both strategy and execution, often simultaneously.

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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Successful candidates can be located anywhere in the U.S.