World Wide Leader For L&D Microsoft Customer Service & Support (Css)

Microsoft Corporation Redmond , WA 98053

Posted 2 months ago

WW Support Leader, Skills & Development, Microsoft Customer Service and Support (CSS)

With over 25,000 employees worldwide, the Microsoft Customer Service and Support team includes engineers, advocates, partners/sales/licensing specialists, and business leaders who serve our customers across 191 countries and 41 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Enterprise, Commercial, Consumer Customers and Partners - helping them get the most from their technology investments every day.

The WW Support Leader for Skills & Development is a key member of the Resource Strategy & Vendor Planning leadership team supporting CSS. The individual will own all the key levers needed to ensure our people are developing and advancing to meet the tremendous growth and needs of the business. This individual must be a champion for learning and putting people first, and a proven successful leader of a team. This individual will be accountable for the design, development, deployment, and measurement of new hire onboarding, employee training programs, leadership development, career pathing, organizational design, role excellence and change management. The individual must have proven experience in building the function.

Skills & Qualifications:

  • 15+ years of business leadership experience in training and development function; self-motivated, confident working at a senior executive level and comfortable working in a matrixed organization

  • Demonstrated Global experience in leading a multi-faceted Learning and Development function (Learning content design, training delivery and facilitation, ability to quickly translate learning objectives into innovative learning initiatives that engage and inspire)

  • Proven?experience as a?trusted advisor in engagement and influence with Senior leaders and customers

  • Experience in change management and leading complex, region-wide programs?and projects

  • Demonstrated skills in building organizational partnerships and in global communication skills - across a complex stakeholder network in CSS.

  • Demonstrated business acumen, being able to craft and lead right Skills & Development strategy as per needs of business.

  • Demonstrated experience in leading organizations through to success - drafting right strategy, working as necessary with vendors and employees at different levels in implementing the various projects

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

  • Relevant Bachelor's degree or experience commensurate with job expectations for this leadership position is required (master's degree?preferred)

  • The job requires?travel up to 25%, including international

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 Responsibilities:

  • In partnership with Worldwide Learning and HR leadership, provide subject matter expertise and guidance around skills & development programs and strategy for Microsoft Customer Service & Support (CSS).

  • Lead new hire onboarding, employee training, leadership development, career pathing, organizational design, role excellence and change management activities

  • Understand new product pipeline, release plans, and support experience strategies in order to define skills & development needs.

  • Source, contract, and collaborate with internal and external subject matter and content experts, business partners, and vendors on the design of leadership and employee development initiatives

  • Initiate, support, and facilitate activities to enhance change management and organizational effectiveness.

  • Lead efforts to enhance the organizational bench strength and retention of key talent through talent assessments, career pathing, and role excellence.

  • Implement innovative technology solutions to drive improved accessibility of talent development resources for employees across the globe.

  • Be a champion for innovation in the talent development space

  • Manage the standardization of roles & skills across CSS

  • Implement analytical tracking tools to support a fact-based method to measure workforce skills and identify development needs and opportunities

  • Drive best practices and integrate into Company processes while also knowing what other best in class companies are doing

Core Responsibilities:

  • In partnership with Worldwide Learning and HR leadership, provide subject matter expertise and guidance around skills & development programs and strategy for Microsoft Customer Service & Support (CSS).

  • Lead new hire onboarding, employee training, leadership development, career pathing, organizational design, role excellence and change management activities

  • Understand new product pipeline, release plans, and support experience strategies in order to define skills & development needs.

  • Source, contract, and collaborate with internal and external subject matter and content experts, business partners, and vendors on the design of leadership and employee development initiatives

  • Initiate, support, and facilitate activities to enhance change management and organizational effectiveness.

  • Lead efforts to enhance the organizational bench strength and retention of key talent through talent assessments, career pathing, and role excellence.

  • Implement innovative technology solutions to drive improved accessibility of talent development resources for employees across the globe.

  • Be a champion for innovation in the talent development space

  • Manage the standardization of roles & skills across CSS

  • Implement analytical tracking tools to support a fact-based method to measure workforce skills and identify development needs and opportunities

  • Drive best practices and integrate into Company processes while also knowing what other best in class companies are doing

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