.With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovative solutions that accelerate business value, drive operational excellence, and nurture long-term loyalty.The Microsoft Detection and Response Team (DART) is looking for a highly organized Cybersecurity Incident Operations Program Manager experienced in cybersecurity, with a specialized focus on incident response. This position plays a crucial role in ensuring efficient operations, effective staffing, and capacity planning, as well as fostering strong collaboration with both internal and external stakeholders. Additionally, the Program Manager will oversee customer relationships, ensuring that operational processes align with business objectives and maintaining high standards of service delivery.This position is tailored for an individual who not only excels in technical acumen but also demonstrates robust capabilities in engaging with clients and adjusting to the evolving demands of incident response operations. Should you possess the requisite skills and feel prepared to embrace this opportunity, we would be eager to review your candidacy.This role is flexible in that you can work up to 100% from home.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.ResponsibilitiesThis role will work as part of a collaborative team providing the following:Coordinate staffing and capacity planning for engagements and special event support, ensuring the appropriate allocation of resources to meet demand and customer needs effectively. Manage the implementation of incident management frameworks and procedures.Collaborate with internal teams, including Legal, Security Research, Product Groups, and others, to address and resolve emerging issues.Ensure operational processes maintain alignment with business objectives.Build and maintain strong customer relationships by understanding the needs of our customers and ensuring alignment with service delivery.Facilitate regular check-ins with customers to gather feedback and address their needs