Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Do you have passion for defining the Customer’s Support Experience with Xbox & Gaming services and support? Do you believe Customer satisfaction is core to the success of any business? Do you thrive on analyzing data, customer feedback and industry trends to inform the core strategies that will move Customer Support forward? Are you someone with a passion to solve real world business problems with data and analytics? Does experiment, machine learning and AI excite you?

Do you thrive in a fast-paced and complex work environment where ambiguity is the norm? If you have answered yes to these questions, then this role may be for you.

As Microsoft transforms to help customers achieve more in a mobile-first and cloud-first world, support plays a critical role. To do this, we must deeply understand customers' real needs, and design, implement and manage support experiences that meet those needs. Support Planners will spend time walking in the customer’s shoes, through our portals (product, online, assisted) into the support experiences, understanding the challenges and detailing areas for improvement or innovations. Making support experiences effortless for customers to find resolution to their questions.

This role is focused on Support Planning customer experiences with social media. You will be instrumental in helping drive the end-to-end support experience for customers that require assistance. You will help define and drive execution of the social support, customer listening strategies to deepen our understanding and improve our customers support experiences across all Microsoft products and services.

Responsibilities

Core Responsibilities:

• Synthesize qualitative research, quantitative modeling, business opportunity cost, and new industry trends to inform business planning strategy.

• Understand business needs and design experiments to answer target questions.

• Oversee the end-to-end experiment cycle and execution to ensure customer value added insights.

Key Responsibilities

• You will directly be responsible for developing and operationalizing the social support roadmap while also inventing and refining process, define policies, and partnering with stakeholders to scale the business

• Analyzes the experience and the voice of the customer and delivery team at a product, company, and/or market level to identify new opportunities to drive customer loyalty and return on investment. Raises these opportunities to stakeholders for sponsorship and buy in. Reviews experiences of other business units or competitors and identifies ways to incorporate into their strategies to drive continuous improvement and growth.

• Work closely with Experience Planners and Supportability Program Manager to support the formulated business problems across social support channels.

• Develop and operationalize the social support strategy and roadmap, including setting a team vision, developing KPIs, designing scalable process, setting, and achieving team goals.

• Manages complex stakeholder relationships across product group, engineering, and supportability with a clear rhythm of business (ROB), and active communication, to drive

customer and support experience alignment. Drives executive business reviews and serves as a primary contact in support.

• Leverages status reports and other communication methods, using storytelling to influence stakeholders to communicate issues and improvement opportunities. Articulates broader support strategies to stakeholders. Highlights risks and issues through existing and new data sources and reporting.

• Manages multiple business and delivery partners (DPs) covering multiple locations at a large scale. Help set the rhythm, training, and readiness of resources to ensure delivery partner is prepared and ready. Takes and creates initiatives in setting strategy, building programs to better organizational processes, and driving them at a global scale. Partners closely with Supplier Delivery Management (SDMs) and other Line of Business (LOB) leads to land operational and quality excellence strategies across delivery partner sites via Partner Technical Advisors (PTAs). Works with businesses to understand forecast, volume needs, and executes across the different partners.

Qualifications

Required/Minimum Qualifications

• 3+ years of experience working in social media including experience with social platforms and tools such as Sprinklr and WeChat

• 3+ years technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, or related experience

Preferred Qualifications:

Must Have Personal Attributes / Skills

• Analytical thinker and ability to diagnose business problems

• Great communication skills with technology partners, business partners, and data scientists

• Demonstrate cross-group collaboration and interpersonal awareness

• Flexible and resourceful, with a figure-it-out-and-get-it-done mentality

• Being able to work in a fast-paced multidisciplinary environment & confident in managing uncertainty.

• Desire to learn and adopt new technologies and analysis methodologies.

• Proven strategic thinking and orchestration of complex business planning

• Strong PM skills to drive ideas to solutions (removing the roadblocks)

• Strong verbal, written and presentation skills

• Passion for driving product, workflow, content, and policy enhancements that benefit consumers

Additional or Preferred Qualifications

• 5+ years call center experience.

• 3+ years sales, marketing, or product experience.

• Bachelor’s Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership, or relevant degree AND 6+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience

o OR equivalent experience.

• Strong background or affinity with consumer Gaming, entertainment devices or transferable experience (desired)

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. 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.