Support Planner

Microsoft Corporation Issaquah , WA 98029

Posted 3 weeks ago

The Digital & Developer Support Business Unit was recently created to accelerate the Customer Service and Support (CSS) digital transformation: we are creating a world class support experience for our customers and empower customers to self-solve more of their issues and be more satisfied with their self-help experience.

The Community Support Channel team's objective is to modernize and scale Microsoft's Customer Services and Support via online communities, enabling customers, volunteers, and advocates to create an effective and efficient social support environment where Microsoft customers find both help and empowerment. Microsoft Community, our largest channel, serves 1B customer page views a year via Consumer-oriented Support Forums for Microsoft products, services, and devices across 24 languages.

Do you have expertise working with online support communities, and an informed point of view on the scenarios and features that make them both successful and unsuccessful? Are you experienced at managing a broad portfolio of projects that range in scope from large to small and applying the right amount of effort to keep them all moving forward simultaneously? We are looking for someone who can understand the strategic and operational needs of our business, distill those needs into detailed, prioritized sets of business scenarios and requirements, and then work with our engineering counterparts to bring those experiences to life.

The Community Support Technology Planner plays a key role on the team. In this role you will work with all levels of management, Engineering, Program Managers, Support Planners, third-party solution providers, and other roles across the company in close conjunction with our team. Building strong relationships with stakeholders, knowing how to achieve the right level of consensus, and how to move forward when roadblocks arise are critical to your success.

Above all, a passion for driving quality customer support experiences, a genuine understanding of how the support experience benefits and enhances the overall product lifecycle, and a strong growth-mindset approach to tackling big challenges are necessary. If you think this job description is tailored for you, we look forward to talking to you.

Required Qualifications

  • 5+ years of professional experience in Program and/or Product Management

  • Professional experience working in social community forums

  • Experience in a complex multi-team, fast paced, global business environment

Additional Qualifications

  • Experience with Social Communities, Support-oriented communities preferred.

  • Excellent verbal and written skills; ability to communicate with a wide variety of disciplines and audiences both internal to Microsoft, and across a wide range of external customers.

  • Business and strategy leadership with the ability to work effectively across teams and towards common goals.

  • Strong analytical skills with the ability to exercise data-driven decision making and derive insights from data.

  • Be a self-starter, and team contributor, with effective follow-through on your initiatives.

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.

  • Stay abreast of industry solutions and cutting-edge technologies that can be applied to online communities.

  • Consult with product group teams and online community owners across the company to leverage and share best practices, driving a One Microsoft approach to Support Communities.

  • Consult with third-party solution providers and community owners across the industry to continuously evolve and improve Microsoft's Community Support Channels.

Community Platform Requirements Planning

  • Work with Support Planners and other business stakeholders to help enhance and define new community support scenarios.

  • Prioritize, develop, and drive support scenarios and business requirements to engineering throughout the Agile development lifecycle.

  • Field and champion CSS run-it configuration change requests with engineering.

Community Platform Change Management

  • Work with engineering to understand the development roadmap and help ensure alignment with the broader CSS strategies and objectives.

  • Be the "Voice of the customer" and advocate to engineering on behalf of our dependent stakeholders, influencers and customers.

  • Facilitate input and feedback on engineering implementations, influence as needed to ensure the best possible customer experience.

  • Facilitate CSS readiness for community platform deployments as needed.

Community Platform Product Support and Launch Planning

  • Engage with CSS Support Planners and Product Group contacts to capture forum level changes to support product launches, updates, retirements, etc.

  • Socialize change requirements with Community stakeholders to facilitate readiness.

  • Serve as the Community SME and project manager throughout the course of the product change/launch planning lifecycle.

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Support Planner

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