Sr. Support Planner

Microsoft Corporation Issaquah , WA 98029

Posted 2 months ago

Do you have passion for defining the Customer's Experience with service and support? Do you believe Customer satisfaction is core to the success of any business? Do you thrive on analyzing data, customer feedback and industry trends to inform the core strategies that will move a business forward? Are you experienced at executing on business road-maps? Are you adept at communicating with Sales & Service, Marketing, Business, & Engineering teams? Do you thrive in a fast-paced and complex work environment where ambiguity is the norm? If you have answered yes to any or most of these questions, then this role may be for you.

As Microsoft continues with its transformation journey to "Empower every person and every organization on the planet to achieve more", support plays an even more important role. We need to help customers deploy our services quickly and effortlessly and help them find the features and services that they love and will keep them coming back. To do this, we must deeply understand customers' real needs, and design, implement and manage support offerings and experiences that meet those needs. Support Planners make this happen by partnering with stakeholders from across Microsoft to create support offerings and experiences that help differentiate Microsoft and by working across CSS to launch and manage these to have real and meaningful impact.

Required Qualifications:

  • At least 5 years of project Management, Support Delivery, Program Management or Relationship/Account Management experiences.

  • Advanced Excel, Power BI and PowerPoint skills

Key Attributes and Competencies to be successful in this role:

  • Strong background in Planning, Program or Project management

  • Background in Azure Cloud Services is a plus

  • Partner Relationship and Account Management experiences will be valuable.

  • Passion for continuous learning and applying learning in ways that drive business improvements

  • Ability to marry strategic thinking and tactical execution

  • Proven track record as a consistently top performer

  • Keen ability to forge strong and positive relationships across organizations and levels

  • Consistent history of successfully leading complex, cross-organizational initiatives

  • Ability to simultaneously manage a large number of work streams with great attention to detail

  • Strong aptitude for quantitative analysis

  • Experience designing, executing and assessing the results of experiments

  • Effective and proactive communication (written and verbal)

  • Proficiency in working effectively within complex and ambiguous environments

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.

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.

Core Priorities:

  • Design the Experience: Leverage strategic partnerships (internal/external) to build assisted support experiences utilizing our offerings portfolio and aligned to product strategy. This work includes the build out of customer facing experiences and the hand off to Service Delivery and IT for agent tools that are innovative and leverage, cost effective industry best practices.

  • Deploy the Experience: Engage with Enterprise Support, business operations, product marketing, and other business group leaders to gain agreement on the intended experience and secure budget to execute the plan. Facilitate strong partnerships across our product teams, release management and service delivery to take to market the designed assisted support experience executing the support strategy. This includes sign-off on identification/mitigation of top issues, volume forecasts, agent readiness plans, tools & infrastructure and field communications through the wider virtual team.

  • Govern the Experience: Through rigorous experience reviews, inspect the outcomes/ROI for each Assisted Support experience. Represent these results to key stakeholders by life-cycle, product or line of business as appropriate with keys stakeholders. Adjust business plans and execution as needed. Accountable to managing the end to end budget and investments.

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Sr. Support Planner

Microsoft Corporation