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 **Care Operations and Enablement** team is seeking a results-driven **Senior Product Manager** to lead the collaboration between Customer Support, Product, and Engineering teams to create and deliver learning solutions which enable Customer Engineers to resolve Microsoft Security customer support issues effectively and efficiently. An ideal candidate will possess exceptional communication, problem-solving, and project management skills, along with the ability to drive product initiatives from concept to execution. 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. The **Senior Product Manager** within the **Care Operations and Enablement** team, will build strategies and support processes, collaborating with customer support and product engineering and will 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. **Responsibilities** • Complete customer/learner needs analysis to inform development of learning objectives and outcomes. • Create learning content and deliver learning experiences to achieve defined objectives with aligned success measures. • Apply learning and development knowledge to implement standards for content development and delivery. • Own the product vision and build a learning roadmap that incorporates user stories and scenarios to build skills and enable customers across Security products. • Deliver learning solutions through multiple modalities (e.g., presentations, discussions, labs, simulations) for effective customer/learner engagement and understanding. • Deliver single or multi-day learning experiences either in person or virtually to the target audience with no supervision. • Monitor, analyze, and report on training impact, translating data into actionable insights to drive continuous improvement. **Qualifications** **R** **equired/Minimum Qualifications:** + Bachelor’s Degree AND 5+ years experience in product/service/project/program management or software development + OR equivalent experience. + 4 + years of experience in Learning and Development, creating and/or delivering curriculum in fields such as information technology (IT), cloud systems, or other computer technologies. + 4+ years of experience with video editing software (Camtasia, Adobe, Canva, etc.). + 4+ years of experience with developing SCORM compliant content. + 4+ years of Admin level experience working with LMS platforms. **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/Additional Qualifications:** + The ability to make decisions in a fast-paced, rapidly changing environment. This includes the ability to define, diagnose, and determine an appropriate resolution, recommendation, or decision while considering alternatives and factors (e.g., resources, costs, tradeoffs). + Excellent collaboration skills, with experience working effectively across cross-functional teams + Excellent analytical and problem-solving skills, with the ability to navigate ambiguity, ask the right questions, and use data to make informed product decisions. + 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. + Experience with Microsoft support offerings, tools, and processes, and how they integrate with product development and customer support strategies. + Experience working with cyber security products. + 1+ years of experience leveraging AI for content development and analysis. + 2+ years of experience with QA learning platform. 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 March 10, 2025 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) .