With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.
Within SCIM, the Security and Compliance team works with a cyberdefender mindset, caring for customers who rely on Defender, Sentinel, Purview and Priva product lines to achieve more.
As a Director Support Engineering Management in charge of our co-sourcing delivery, you will lead an organization with deep product knowledge that resolves customer technical issues working with our Delivery Partners. You will own the customer relationship from a support standpoint and enable your teams to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management and leadership skills. You will develop deep technology industry knowledge and become adept at leading an organization of diverse teams.
This role is flexible in that you can work up to 100% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
People Management
- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
- Model - Live our culture; Embody our values; Practice our leadership principles.
- Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
- Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
Operationalizing Line of Business (LOB) Needs
- Oversees Partner Technical Advisors (PTAs) and Support Delivery Managers (SDMs) across multiple countries or time zones, and creates protocols to drive consistency in the support of outsourced delivery partners. Develops and oversees continuous improvement plans, aligning them with the strategy of the business to support operational needs and cost efficiency across lines of business to improve the customer experience. Establishes processes used by team(s) to manage monthly/quarterly delivery partner rhythm of business (ROB) and drive improvement efforts related to quality, delivery, compliance, and performance. Guides the operational aspects of outsourced Service Delivery for multiple Lines of Business (LOBs). Acts as the subject matter expert and provides strategy to enable faster resolution of customer issues and ensure customer satisfaction. Aligns with leadership across Supportability, Engineering, and Learning & Development to develop systemic solutions that enhance platform, diagnostics tooling, troubleshooting, and training content across multiple countries or time zones.
Delivery Partner Management
- Partners with RSVP DPM (Delivery Partner Management) teams responsible for delivery partner (DP) contract administration. Drives and executes delivery partner strategies globally by providing guidance and leadership. Leads a team of Support Delivery Manager individual contributors (SDM ICs) and/or Partner Technical Advisors (PTAs) by setting and monitoring team and individual goals, linking delivery partner management strategy to OKRs (objectives and key results), and maintaining relationships for stakeholder engagement. Leads the strategic implementation and support of technologies and services that meet current needs in partnership with cross-functional stakeholders, and equips team with strategies to adapt to future needs. Develops or reviews business requirement documents (BRDs) to inform others of work being outsourced and ensures that guidance documentation remain current.
Workflow Management
- Coordinates and oversees operational workflows and cost management efforts that improve the customer experience by reducing customer effort. Addresses tool issues, defines policy, and other similar requests by establishing and maintaining cross-functional relationships/partnerships with key stakeholders, including Delivery Partner (DP) leaders, Technical Advisors, Customer Services and Support (CSS), experience strategy services and operations (ESSO), and engineering teams. Drives standards for consistency and best practice sharing across delivery partners. Partners with others to introduce, monitor, maintain, and manage change across playbook to new DPS and releases governance processes for others to validate that all components are implemented (e.g., reporting, quality programs, KPIs). Ensures business continuity and go-to-green plans (where necessary) are in place with each business and ensures they are aligned to drive business outcomes.
Escalation Management
- Oversees issue resolution and policy adherence across product groups. Guides team to respond to escalated customer cases in a timely manner and deliver communication status updates, ensuring appropriate resources are assigned as needed. Acts as a point of escalation for managers to address and resolve high-priority escalations as appropriate. Maintains alignment with escalation teams to implement solutions that will prevent future issues or mitigate recurring, broad, and systematic issues. Ensures there is a feedback loop to all stakeholders so they understand opportunities they can take to ensure problem does not recur in the future.
Other
- Embody our culture and values.
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Engineering, or Business Leadership, or relevant degree AND 8+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience.
- OR equivalent experience.
- 7+ years operational excellence, delivery management, account management, sales, or vendor management experience.
- 5+ years people management experience.
Additional Or Preferred Qualifications
- Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Engineering, or Business Leadership, or relevant degree AND 12+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience.
- OR equivalent experience.
- Experience managing managers, or equivalent ability to drive outcomes by influencing managers.
- Knowledge of managing in a Cloud/Services environment.
- Proven communication skills at the executive level internally and externally.
- Proven track record in the management of global service delivery operations.
- Technical background in Enterprise technologies, cloud services, threat protection and data security.
Supplier Delivery Management M6 - The typical base pay range for this role across the U.S. is USD $124,800 - $266,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $159,000 - $292,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here.
Microsoft will accept applications for the role until May 10, 2024.
#CES #CSS #SCIM
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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