Director, Digital Customer Solutions

Microsoft Corporation Fargo , ND 58102

Posted 2 months ago

Do you want to improve Microsoft's customers' experience with more connected digital experiences? Do you seek data-driven evidence to bring positive change to digital experiences? Do you have an uncanny ability to frame a problem effectively and get diverse people across organizations working towards a common objective? If so, the Digital Customer Solutions (DCS) team, within the Customer Experience & Success (CE&S) organization at Microsoft, is looking for you to join our us as a leader of a team of Digital Program Managers.

Digital Customer Solutions empowers Microsoft customers with digital solutions designed to resolve their issues and questions with products across solution areas. The team identifies and drives projects to grow, maintain, and improve both the quality and usage of digital solutions across virtual agents, automated diagnostics, and modern content such as video, multimedia, and web.

Digital Program Managers design, source, and drive digital and self-help solutions to improve customer experiences based on research, data analysis, and trending with stakeholders and partners within the customer support businesses and engineering groups. The team manages the portfolio as a business, setting and managing to targets that are aligned to the overall strategy milestones across organizations.

As a leader in DCS, you will manage the business portfolio across Modern Work, Modern Life, and Xbox including driving an end-to-end strategy, aligning across engineering and customer support on shared objectives and goals, reporting out on progress in monthly business reviews, identifying and assessing new opportunities to transform the customer experience, and partnering closely with the Digital Experience team on cross-cloud customer experience progress.

  • 7+ years of experience in people and program management, marketing, or product management.

  • Exceptional people management skills with a strong desire to lead and coach people, both direct reports and across teams.

  • Focus on building strong culture including embodying the Microsoft culture attributes and the manager model of Model/Coach/Care.

  • Strong collaboration experience with proven success at delivering high performing projects across multiple teams, stakeholders, and partners.

  • Demonstrated experience bringing teams together to work through conflicts and barriers to collective progress.

  • Strategic mindset with ability to identify innovative ideas that will accelerate progress toward building a Connected Customer Experience.

  • Ability to think through, create, and land a vision and strategy to evolve the customer experience and or business operations.

  • Innate customer-centric mindset with a focus on improving customer experience.

  • Strong aptitude for analytical thinking, disciplined problem solving and data analysis skills.

  • Experience with a product or service-related technology (e.g., Windows, devices, technologies)

  • Strong written and verbal communication and presentation skills.

  • Experience delivering high quality readouts and communication of business performance to leadership and other stakeholders.

Location: Anywhere in the US.

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.

  • Inspire and lead a team of high functioning Digital Program Managers focusing on Modern Work, Modern Life and Xbox solution areas.

  • Drive strategy and business direction for digital self-help and solution assets across multiple teams including customer support, the Digital & Data team and engineering partners.

  • Drive alignment with partners and stakeholders on shared goals and objectives, building strong working relationships and shared accountability.

  • Inspire innovative thinking and growth mindset on the team to come up with creative solutions to address customer pain points and build a more connected customer experience.

  • Support the prioritization and sourcing of high impact business requirements against monthly, quarterly, and annual goals and targets.

  • Own and produce high quality executive communications and data story telling artifacts that reflect the state of the business to organizational leadership.

  • Manage and maintain a regular Rhythm of Business with partners and stakeholders.

  • Innovate and ideate on internal and external processes and procedures that drive improved efficiency and operational efficacy.

  • Anticipate obstacles and mitigate risks by unblocking events that inhibit the production of self-help solutions.

  • Maintain existing and discover new partnerships and relationships with other organizational leaders across engineering and customer support to further improve and scale customer experiences and business impact across Microsoft.

  • Manage a large portfolio of initiatives and multiple efforts against due dates and target goals.

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Director, Digital Customer Solutions

Microsoft Corporation