Principal Risk Program Manager - Customer Experience & Success

Microsoft

Location: United States

Job Type: Full time

Posted

The most difficult thing is the decision to act, the rest is merely tenacity.
- Amelia Earhart

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.


With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.


Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

As a Director-level Leader focused on Security Compliance and Governance you will be accountable to create the end-to-end security and compliance strategy for the CEnS organization in parallel with meeting or exceeding our unique customers’ requirements and expectations as it relates to Microsoft’s commitments on privacy and security. You will ensure this strategy is aligned with our global stakeholders across the entire Microsoft ecosystem to align with our corporate accountabilities for our customers. This role requires you to build relationships broadly with worldwide stakeholders, identify the potential gaps in our privacy requirements, build out a strategy to resolve any gaps including identifying opportunities, and work with various teams toward execution.

We are looking for a well-rounded leader with a proven ability to navigate complex stakeholders across the company, and an ability to speak to business and technical leaders at all levels as well as translate key business objectives into technical requirements. If you are energized by ambiguity, have an entrepreneurial spirit, able to work with empathy when under pressure, and operate with high confidence and interpersonal awareness, then this may be your next role.

Responsibilities

  • Own CE&S standard operating procedures and references for navigating compliance and provide consultation guidance to the business
  • Proactive engagement and partnership with TrIP organization, CELA, Privacy to strengthen CE&S business processes
  • Provide SME expertise on projects (data privacy, security, accessibility)
  • Maintain end-to-end view of compliance controls through projects lifecycle
  • Identify process gaps / compliance risks and spearhead programs to proactively address
  • Serve in an advisory capacity to the team on compliance topics and liaise with TrIP organization
  • Partner with ESSO VP and leadership team to land compliance culture across the organization
  • Partner with TrIP to address compliance education & training needs for CE&S
  • Influence strategy and design to maintain compliance and trust as a competitive differentiator

Qualifications

Required Qualifications:

  • 10+ years of relevant business experience in program management, data protection/ privacy or process improvement.
  • 5+ years experience with technical risk management and/or technical risk consulting.
  • Experience in successfully influencing at all levels of the organization and ability to provide clear, constructive feedback to our internal stakeholders.
  • Strong ethics, integrity and accountability with ability to maintain independence, autonomy and confidentiality.
  • Analytical and problem-solving skills.

The ideal Candidate would also have:

  • BS/BA degree in Business, Operations, Engineering, or related field.
  • Ability to build trust, influence, and foster relationships with diverse team members; ability to leverage relationships to drive consistency of approach and ensure delivery. 
  • Ability to work and create structure in complex and ambiguous situations and respond flexibly in time sensitive situations. 

The salary for this role in the state of Colorado is between $148,000 and $222,000.

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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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