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 looking for 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 lead the collaboration between Customer Support, Product, and Engineering teams in delivering tailored business solutions within the security portfolio. This role demands a strategic thinker with deep expertise in security products, support eco system and a keen understanding of customer needs. You will partner with cross-functional teams to ensure successful product development, optimization, and delivery that meet customer expectations and align with business goals. The ideal candidate will possess exceptional communication, problem-solving, and project management skills, along with the ability to drive product initiatives from concept to execution. _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._ **Responsibilities** • Contribute to the Product vision of enhancing the support experience for customers by offering tailored, proactive solutions, personalized support, and streamlined processes that ensure accelerated resolution of support escalations and long-term satisfaction. • Build a feature roadmap that incorporates user stories, scenarios, and defined deliverables (tools, escalation processes, playbooks, readiness, measures, reports) to achieve desired customer outcomes. • Develop a comprehensive roadmap with workstreams, deliverables, owners, risks, dependencies, and timelines to guide the execution of pilots, product and service launches. • Accountable for driving the end-to-end financial modeling and resource optimization framework, ensuring accurate forecasting, efficient budget alignment, and strategic resource planning across cross-functional teams to support business growth and operational efficiency. • Lead regular reviews to gather learnings, understand progress and blockers, and identify areas requiring additional support. • Establish pilot and launch success measures, continuously monitor product performance metrics, and refine features based on feedback from pilots and customer insights. • Manage the backlog, prioritize features based on customer impact and business value. • Communicate product updates, changes, and progress to executives, stakeholders, and customers. • Collaborate with Security CxE, Engineering, and Customer Support teams to integrate supportability best practices early in the product lifecycle. • Ensure seamless collaboration between teams, driving alignment and timely delivery of solutions. • Monitor, analyze, and report on product performance, translating data into actionable insights to drive continuous improvement. **Other** + Embody our Culture and Values **Qualifications** **Required Qualifications:** + Bachelor's Degree AND 5+ years experience in product/service/project/program management or software development + OR equivalent experience. + 5 years of financial modeling experience for large, complex projects and workstreams spanning multiple functions and organizations. **Other Requirements:** Ability 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:  + Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter **Preferred Qualifications:** + Bachelor's Degree AND 7+ years’ experience in product/service/project/program management or software development OR equivalent experience + Product management experience within the security or technology domain, with a track record of managing large, complex projects and workstreams spanning multiple functions and organizations. + Deep curiosity and customer empathy, with a focus on understanding business challenges and unmet customer needs to inform impactful product decisions. + Strong collaboration skills, with experience working effectively across cross-functional teams, including Security CxE, Product Engineering, and Customer Support, influencing others to ensure timely product delivery. + Strong analytical and problem-solving skills, with the ability to navigate ambiguity, ask the right questions, and use data to make informed product decisions. Previous experience with finance modelling is a plus. + Excellent communication skills, including the ability to influence and engage senior leadership and working teams through clear, concise writing and verbal communication. + Ability to influence without direct authority, holding workstream leads accountable for their responsibilities and product goals. + Preferred experience understanding Microsoft support offerings, tools, and processes, and how they integrate with product development and customer support strategies. + Self-starter with a proactive approach and the ability to thrive in a fast-paced, dynamic environment, ensuring the delivery of high-quality products that meet customer expectations and drive business success. Product Management IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 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 $153,600 - $250,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft will accept applications for the role until February 25, 2025. \#MSFTSECURITY Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .