Want to help drive a world-class support experience for Windows consumers? Are you passionate about providing an amazing Modern Life experience that prevents or automatically resolves issues for customers? Do you possess the people management skills to lead a team to drive this work?
As a Supportability Manager for Modern Life Customer Support (CSS), you will Lead a team of Supportability Program Managers (SPM’s) who work closely with various Engineering Product Quality, Product planning, finance/forecasting, marketing, and peer CSS teams to ensure that our customers have the best support experience possible with Modern Live products. You lead a team to drive improvements to the product, services and ecosystem by providing the customer perspective in a well-articulated, data backed, manner that clearly identifies the product/service challenges of our customers. You will champion and drive proactive customer centric features into the products and services, with the goal of eliminating and preventing customer issues.
You’ll be accountable for building a customer focused culture that attracts and retains a high performing team that leads customer focused product change in a One Microsoft way. You’ll deliver strategic inputs for CSS budget planning that drive significant business impact and contribute to the overall strategy of the MLGCS team within CSS. You’ll partner with other CSS business units and other product and business teas at Microsoft to enable the strategic plans your team is formulating to come to life for our customers.
Responsibilities
- Work with engineering (Office and Windows) 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.
- Present compelling ideas to Senior Management to improve our customer/business experience
- Champion customer experience and satisfaction in the product and service
- Contribute to the efficient management of technical escalations drive both individual cases and broad product issues to closure through optimization, automation and elimination
- Proactively drive support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements on basis of customer feedback gathered from support channels.
- Manage the team and direct proactive and predictive measures (auto-healing, deflection, self-service automation), as well as reactive measures (bug fixes)
Qualifications
- Strong PM leadership skills to drive ideas to solutions (removing the roadblocks)
- Ability to lead and co-ordinate large multi discipline v-teams
- Experience managing virtual team with proven accomplishments (cross boundary collaboration and interpersonal awareness). Track record of working closely with development teams and/or technical evangelists demonstrating technical program management capabilities.
- Strong verbal, written and presentation skills. Ability to speak with influence and impact. Ability to communicate complex technical information clearly to people with or without a technical background. Ability to present and articulate effectively across all levels of the organization.
- Ability to identify key issues and differentiate between actual technical capabilities and unproven solutions or concepts.
- Strong customer empathy and ability to tie KPIs / metrics to concrete customer success outcomes and behaviors
- Strong analytical skills with the ability to exercise data-driven decision making and derive insights from data.
- Proven strategic thinking and orchestration of complex business planning
- Demonstrated cross-group engineering and marketing relationships a necessity
- Demonstrated ability to deal with ambiguity
- Passion for driving product, workflow, content and policy enhancements that benefit consumers
- Customer Service or Support experience (desired)
- Working knowledge PBI, excel pivot tables, SharePoint, TFS and Product Studio
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.
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