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

Primary Job Functions:

Lead the Azure Core Management Business to deliver world-class support with a customer obsessed team of deeply technical and highly motivated support engineers

Effectively partner across our global organization to achieve company priorities and delight customers who need support across the entire range of Azure services

Develop and maintain strong relationships with key technical and business leaders within the Azure Engineering Group to accelerate customer issue resolution and represent the voice of our most strategic customers

Description of Role/Responsibility:

Provide global leadership and coordination in Customer Feedback, Hiring, Readiness, and collaboration with Azure Engineering

Ensure an effective workflow and feedback loop exists with your global peers to drive performance including closure on common process breakdowns as seen worldwide.

Assist with global escalation of issues connecting with customers as needed to show Microsoft commitment.

Develop, execute, and sustain mechanisms to drive positive customer service engagement and experiences.

Accountable for operational and business review scorecards and reporting to drive performance.

Drive stakeholder engagement with Azure Engineering

Identify both internal and customer facing tooling and documentation gaps

Manage a team of 500+ technical support engineers and their managers globally

Qualifications

Required Qualifications:

12 years of related experience in a  Technical Support Center or customer service industry

10+ years of business leadership experience; self-motivated, confident working at a senior executive level

8 years minimum experience leading, developing, mentoring, and training people

Preferred Qualifications:

 Knowledge 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

Strong technical background in Enterprise technologies and cloud services

Background in solving large and complex customer issues successfully by collaborating with senior leaders (customer and internal stakeholders).

Strong global communication skills, and skills in building organizational partnerships - across a complex stakeholder network in Customer Service and Support and Engineering/Product Dev teams.

Technical fluency/acumen and strong support delivery leadership knowledge/understanding.   

Demonstrated experience/ability in leading both direct and virtual teams with a broad array of skills to ensure best-in-class customer outcomes.   

Note that given global scope of this job, travel may be required as needed.    

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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.