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.

Responsibilities

As a Supportability PM, you will collaborate with a driven set of peers in your mission to improve the Microsoft support experience and CritSit experience for our customers. These can include stakeholders in CMET, field facing groups, the engineering team and within support delivery teams to optimize Customer & Employee experience & prevent escalations proactively. You will contribute on a team to drive improvements to operations, 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.

Key Responsibilities:

• Work across teams: collaborate with CMET stakeholders, support delivery, engineering teams, and the business to drive supportability improvements

• Develop and execute plans for projects and programs with delivery, set measurements for success, drive execution to results and manage outcomes

• Analyze case data, support/product telemetry to identify support gaps and themes; and translate into business insights that are actionable to execute the deliverables

• Communicate clearly about projects, risks, and accomplishments on behalf of the team

• Identify support experience issues and risks that erode the customer experience and satisfaction with MSFT and manage these through the current process and tools

• Create opportunities to improve the employee experience, foster a culture that is inclusive, diverse and globally consistent

• Develop compelling business cases and present to stakeholders to gain agreements and commitments on priority and scope of work

• Understand and document the end-to-end customer and internal stakeholders CritSit experience

• Understand and execute change management

*Note: Location is not specific however the bulk of the interactions will take place during the Americas time zones so flexibility in working hours will be paramount if outside these time zones.

Qualifications

Language Qualification

English Language: confident in reading, writing and speaking.

• 3+ years of demonstrated program/project management experience

• Proven track record of influence and impact across Microsoft in a global capacity

Preferred Qualifications:

• This role requires an individual with strong collaboration, communication, negotiation, and project management skills with proven capability to manage and enable the success of projects.

• Self-motivated and independent thinker that routinely analyze and problem solve, translates challenges into actions that move the business forward in a measurable manner.

• Need to be able to gain the trust and confidence of the stakeholders across the organization and be a visible/positive change starter who can drive results through influencing the work of others.

• Courage and conviction to drive decisions and foster an inclusive decision making process.

• Mature leadership level communication and presentation skills.

• Disciplined program management and cross-group collaboration skills, including the ability to understand complex circumstances and others’ priorities.

• Experience with BI analytics, Excel, and Power BI.

• Experience with deep dive analysis on Microsoft services.

• Experience working with content or training/readiness processes.

• Proven examples of driving process, workflow, content, or policy enhancements that benefit customers and support delivery teams.

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.