In Customer Service and Support (CSS), we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in empowering our customers to achieve more, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products and we create Fans!
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action:
Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
The WW Support Engineering Leader for Windows, Office and Devices within CSS' Modern Live, Gaming and CS (MLGCS) Support Business Unit (SBU) will lead an organization comprised of Supportability Program Managers, Support Planners, Technical Advisors and Escalation Engineers charged with improving the overall Customer Experience with Microsoft products and services.
This team will help define the Support Experience for the products and services it supports. The team will help drive improvements to the product, service and ecosystem by providing the customer perspective backed up by data, in a well-articulated manner that clearly identifies product, service issues, and the impact of these issues on customer loyalty and satisfaction.
In this role, you will champion and drive proactive customer centric features into the 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 incident deflection through self-help, automation and diagnostics. You will also be tightly engaged with the MLGCS Support Delivery organization to understand support challenges and opportunities for our more than 10,000 Support Advocates WW. The goals of this organization will be accomplished through deep partnerships with our key stakeholders, including the business groups, the engineering teams and across CSS.
If you are a leader who can create a compelling vision and strategy and also work through the details and clarity needed to execute, who is driven to enhance customer experiences, and who can inspire those around you to join in on the effort, then this may be a great opportunity for you!
5+ years of people leadership required
5+ years of technical support delivery or product design/development
Deep understanding of cloud computing strongly preferred
Prior experience working in services or consulting strongly preferred
BS/BA degree required, MBA or equivalent strongly preferred
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.
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
Leverage channel-of-choice thinking to design the optimal customer support experience
Direct proactive and predictive measures (auto-healing, deflection, self-service automation)
Establish strong relationships with internal CSS teams, including peer SBUs and Digital Developer SBU, 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 MLGCS strategies, priorities and state of the business
Maintain depth of understanding on customer needs and expectations and industry and competitor standards; infuse these insights into current and future strategies and plans