With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

We are looking for an individual who is a service delivery subject matter expert in the area of support plans & scenarios across products, programs, offerings and support organizations. In this role you will develop and/or review new (and existing) support scenarios & plans – including identification of dependencies, blockers, risks, and approaches to avoid or mitigate. This work will include ‘voice of the customer’ with a primary goal being world-class customer experiences. To be successful, you will work across and with a number of stakeholders – leveraging content, best practices, but also influencing to help drive change. The role includes a full set of status reporting via RoB (rhythm of the business) activities. This opportunity enables and promotes career growth as a recognized expert in support & service planning.

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

Response and Resolution :

• Develop and/or review new support scenarios (e.g., features, customer entry points, capabilities) prior to or during in-life releases to identify complex customer experience scenarios that may drive support incidents. Participate in complex release governance projects to build a support plan for a new product, program, or offering across multiple support organizations.

• Partners on more advanced automated solutions, workflows, readiness, and/or process improvements (e.g., bots, Machine Learning, diagnostic tools) for delivery teams and/or customers for the full product life-cycle including future launches.

• Monitors and analyzes feature usage data and partners with engineering leadership to identify opportunities for new features, tools, or capabilities in products/services. Identifies opportunities for new features, tools, or capabilities in products/services and identifies.

Readiness:

• Partners with engineering and delivery teams to use a data-driven approach to communicate the customer story to a variety of audiences (e.g., customer support services leadership, engineering leadership) and issues/impact with engineering partners.

• Role includes monitoring key performance indicators (KPIs) across product or service lines to identify opportunities to improve the customer experience.

Product/Process Improvement:

• Anticipates issues, assesses impact, identifies and implements mitigation solutions for their area of focus and measures mitigation impact to customer experience across issue lifecycles and geographies. Identifies mitigations used across all areas of focus, including cross-products/programs, and recognizes elements that are appropriate to apply to their area of focus. Partners with engineering teams to drive mitigation and implement solutions. May reach out to third parties to address when their respective product/changes impact Microsoft customers. Leads the development and management of self-help platforms to curate and train on content.

• Identifies issues with current trending issues and past pain points within software, products, and processes to ensure issues are addressed in the future.

• Manage complex stakeholder relationships across product groups, engineering, and supportability with a clear rhythm of business (ROB), and active communication.

Business Integration:

• Analyzes the experience, the voice of the customer, and delivery team at a market and/or company level. Raises opportunities to stakeholders for sponsorship, reviews experiences of other business units or competitors, and identifies ways to incorporate into their strategies to drive continuous improvement and growth in current and future products/versions. Finds supportability efficiencies between related products and technologies at Microsoft. Generates energy and maintains expectations around new products, solutions, and offerings.

Other · Embody our culture and values (http://culture%20and values)

Qualifications

Required Qualifications:

• 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)

• OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)

• OR Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).

Other Qualifications:

• 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.

Preffered Qualifications:

• Ability to be a “thought partner” with business process owners to understand their needs, then guide them on solutions

• Applied knowledge of Data Science/Machine learning techniques alligned to Business strategy and go to Market Initiatives.

• Demonstrated ability to work through ambiguity and put forward creative, innovative solutions

• Track record of independently driving issues to resolution and effective in communicating the approach & insights

• Passion for Partner Experience and applying novel ML solutions to accelerate CX transformation

• Experience working in a data intensive environment and translating business needs into data requirements

• Initiative and passion for finding solutions to hard problems at scale and operationalizing themAnalytical thinker and ability to diagnose business problems

Supportability IC5 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 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 $133,700 - $219,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until September 26, 2024.

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .