Microsoft's Customer Service and Support (CSS) organization focuses on customer success via the Customer Experience Framework (CXF): helping, enabling, and advising our Microsoft's customers as they use our technology to achieve their potential. CSS has a comprehensive network of support professionals to meet the needs of global customers 24x7 and in 41 languages. Our scale of over 200,000 customer interactions daily, gives insights into how customers use our products, services and devices. We use this knowledge and engage with variety of stakeholders to improve products, services and support offerings, always with an aim to help customers get the most out of Microsoft and achieve more.
The CSS BI Reporting and Insights team provides reporting, business insights, and data to our stakeholders ensuring best in class service and support to our customers. This role will leverage the CSS data along with multiple other data sources to perform analysis ensuring data is collected, stored, reported and shared in a complaint way across CSS. Areas of work include projects such as GDPR compliance auditing, building analytic risk models for support initiatives, analyzing emerging security and privacy risks, and assisting legal and compliance teams with adhoc data analysis using services and support interaction data. The role is responsible for partnering with internal CSS stakeholders and companywide compliance groups - such as the Services IPG team, CELA, and HR - to engage in problem identification, analysis, and risk reporting solutions. The individual must be able to adjust to constant business changes and requires ability to interact, develop, engineer, and communicate collaboratively at the highest technical levels with subject matter experts and others.
The ideal candidate will be able to comprehend business context and perform quick hands-on analysis, developed using proven methodologies. These include but not limited to exploratory data analysis, development of reports & dashboards, predictive modeling, and what-if scenarios. Where required, this individual will need to collaborate with data management and BI teams to drive necessary data integration activities, and interact / collaborate with stakeholders across the globe on a daily basis.
Bachelor's degree in a quantitative field (e.g. CS, Math, Business, Engineering) or relevant skills/experience is required. Advanced degree preferred
5+ years of experience in business and operations analysis is required
2+ years of experience in data tools, such as SQL/Open SQL, Python, R, Cosmos, Kusto, and Power BI (or other visualization tools) is required
3+ years of experience in program / project management is required
Must be a strong problem solver & creative thinker
Savvy at understanding data & processes, proven ability to drive change & adoption across multiple stakeholders
High initiative, drive, and energy, self-confidence, and results driven
Ability to collaborate effectively across multiple stakeholders, including executive leadership and external organizations
Excellent written and verbal communication skills
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.
Job responsibilities include:
Coordinate CSSBI incident response vTeam to coordinate and manage activities related to security and privacy escalations and drive remediation activities to prevent reoccurrence of escalations
Analyzing data and reporting platforms to ensure appropriate compliance posture given CSS data protocols & policies
Analyze CSS data for emerging risks identified by internal audit frameworks, CELA requests, and/or IPG policy processes, with proposed recommendations for on-going improvements
Assist in fraud and compliance investigations
Drive the development of automated analysis programs & frameworks across CSS data and reporting platforms
Build out new visualization & insights related to data lineage frameworks across customer support data sets
Collaborate with IPG (Service Information Protection Group) and compliance teams across Microsoft to ensure all teams within CSS are compliant with their data access, data storage, and data enablement infrastructures.