Director Of Supportability & Experience Planning

Microsoft Corporation Orlando , FL 32801

Posted 2 months ago

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 newly expanded 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.

Required Qualifications:

  • 5+ years of people leadership/management
  • 3+ years of business strategy experience

Preferred Qualifications:

  • 7+ years of support planning and/or support delivery and/or product design/development and/or product supportability

  • Demonstrated experience working across engineering, program management, and service delivery teams strongly preferred

  • Experience in Product Improvement initiatives to address customer feedback

  • Strong global communication skills, and skills in building organizational partnerships - across a complex stakeholder network in CSS, Engineering and Marketing teams.

  • Ability to navigate and influence in a matrixed organization, utilizing technical fluency/acumen

  • Demonstrated experience/ability in leading both direct and virtual teams with a broad array of skills to ensure best-in-class customer outcomes

  • Create clarity for teams, translating complex ideas and issues into clear and consumable strategy for technical products

  • Demonstrated experience in leading organizations through to success - drafting right strategy, working as necessary with employees at different levels, investing effort in building right stakeholder partnerships, etc.

  • Ability to create effective relationships, listen, communicate, influence, be persistent, patient and collaborate cross-team at all organizational levels

  • Brings passion and energy to create a vibrant culture of diversity and inclusion within their organization.

Travel Requirement:

  • Periodic international and domestic travel required

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.

The Director of Supportability & Experience Planning will lead an organization comprised of Supportability Program Managers and Experience Support Planners who are charged with improving the overall Customer Experience with Microsoft Store shopping experiences. This team within SASS (Store and Advertising Support and Services) brings together supportability, front door, advocate tools, and customer experience planning for CSS Consumer Microsoft Store. The team will help drive improvements to the customer shopping experience across the broad Microsoft eCommerce ecosystem by providing the customer and support advocate perspective backed by data, in a well-articulated manner that clearly identifies product and services issues, and the impact of these issues on revenue/conversion, and customer satisfaction.

As the Director of Supportability & Experience Planning you will champion and drive proactive customer centric features into the customer journey across online stores, Microsoft Experience Centers, products, and services, with the goal of eliminating and preventing customer issues. You will have the opportunity to innovate in our digital support priorities by focusing on customer self-help, automation through AI/Virtual Assistants, optimization across all customer contact modalities, and identification of agent tool capabilities to enable an industry leading sales support experience through our Service Delivery Partners. You will also be tightly engaged with the delivery organizations globally to understand support challenges and opportunities to build knowledge across the Support Delivery Partner teams. The goals of this team will be accomplished through deep partnerships with key stakeholders, including engineering teams, the Services organization, and business groups.

If you are a leader who is driven to enhance the customer experience and inspire those around you by creating a compelling vision and strategy, and work through the details and clarity needed to execute on that strategy, then this is a great opportunity for you!


  • Leverage exceptional organizational and people leadership skills to create an environment that inspires those around you to be best their best selves and do their best work

  • Proactively drive support experience improvement with relevant engineering leadership stakeholders, influencing product improvements on basis of customer feedback gathered from support channels Develop a multi-year support experience vision in partnership with key stakeholders and land that vision using sound business case and influence strategies.

  • Direct proactive and predictive measures (auto-healing, deflection, self-service automation, AI/VA) as well as reactive measures (incident work items, bug fixes) Influence the creation of the tools required to deliver an outstanding and consistent service to global customers.

  • Create an environment that fosters innovative approaches to automating customer solutions and evangelizes the use and benefits of automated tools

  • Establish the methodology for tracking and measuring impact of volume deflection, incident reduction and product group interactions (bugs, ICMs, etc). Accountable for such measures as Cost Per Incident, ROI, conversion rate, Self-Help Success, and Customer Satisfaction

  • Establish strong relationships with internal CSS teams and other internal organizations, to share best practices, collaborate on cross-product/service issues, and work on tooling, deflection, and diagnostic needs

  • Create effective communications plans to ensure broad awareness, from the front-line to executive levels, on the CSS SASS technical strategies, priorities, and state of the business in a transparent and consistent manner

  • Maintain depth of understanding on customer needs and expectations and industry and competitor standards; infuse these insights into current and future strategies and plans

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Director Of Supportability & Experience Planning

Microsoft Corporation