With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsofts end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and… connected customer experience.
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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & Infrastructure – the largest and fastest growing group in CSS – provides Microsofts commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
CSS Digital & Developer Services Business Unit (SBU) is seeking a self-driven Support Planner to transform end-to-end support experiences across Microsofts multi-faceted developer-focused businesses. Your work will directly impact the support experience for developers worldwide while driving increased customer satisfaction and adoption of Microsoft developer tools/technologies & cloud services.
Microsofts 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
CSS Digital & Developer SBU is seeking a self-driven Support Planner to transform end-to-end support experiences across Microsofts multi-faceted developer-focused businesses. Your work will directly impact the support experience for developers worldwide while driving increased customer satisfaction and adoption of Microsoft developer tools/technologies & cloud services.
This position is responsible for leading and landing launches for developer services, tools, and technologies as well as identifying and prioritizing improvement opportunities and support experience changes as the developer support landscape rapidly evolves. This includes securing stakeholder approvals and commitments, defining implementation plans, and executing with support delivery, engineering, and marketing teams. The scope is inclusive of people, process, and tools, and ways to improve the experience across the support lifecycle and drive increased satisfaction and profitability. This position owns defining success targets for launches and programs and developing action plans with stakeholders. We are looking for a support planner with support expertise, business process and technical acumen who can work effectively across global support delivery, engineering, serviceability, program management, marketing, and tools teams to land new launches and improvements to support processes and capabilities that result in a better Customer support experience. The successful candidate will have collaboration skills and a proven ability to build and lead cross-functional virtual teams and develop deep partnerships with stakeholders. The ability to analyze and define complex data sets and BI, and use that to drive priorities and plan definition, is required. The ability to quickly ramp up on new technologies and understand/assess the impact to the customer and support experience is also required.
Responsibilities: Own defining, leading and implementing the Assisted Support Strategy and Assisted Support Experience working in partnership with Engineering teams, CSS Delivery and Offerings. Own support experience planning for initiatives across the developer business and audiences across many modalities. Drive cross team collaborative planning for programs and launches across the developer business stakeholder ecosystem. Lead virtual team of global representatives for the support experience initiatives and launch activities. Partner deeply with global support functions and delivery teams to land change. Drive decisions and execute both individually and by leveraging the capabilities of managers, peers and/or partners. Participate in executive deep dives on program and launch status, risks, mitigation plans and results. Frequently present to executive audiences. Create and publish regular status comms and flash reports to stakeholder audience. Identify and drive improvements to the developer support experience. Work with stakeholder teams to track, prioritize, and drive resolutions to issues including those that are new/emerging. The ideal candidate has a background in support planning and/or program and project management, executive presence and communication skills, plus experience working with customers in a support operations and/or services role. Candidate should be a leader with experience managing large cross-group programs as well as directing large, virtual teams; be comfortable dealing with ambiguity, being flexible in the face of change, and working independently.
The candidate is a self-starter, self-directed, individual who works well in a remote setting, demonstrates facilitation skills and has experience working with international teams. The ideal candidate will have a demonstrated track record of success as a leader with outstanding collaboration skills across various departments to achieve mutual success.
Other: Embody our Culture and Values
Qualifications
Required/Minimum Qualifications
8+ years technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, or related experience
OR Bachelor’s Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, or related field AND 5+ years technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, or related experience.
Additional Or Preferred Qualifications
7+ years call center experience.
5+ years sales, marketing, or product experience.
Creative thinker with broad understanding of the developer audience needs and passion for seeking new approaches for high-impact developer engagement.
Proven executive communication skills and ability to effectively influence at the executive level.
Demonstrated ability to engage large, global and diverse virtual teams to deliver results.
Ability to balance strategic thinking and tactical execution.
Demonstrated collaboration and negotiation skills that result in positive outcomes for multiple stakeholders across Developer Tools/Services, Azure or other Microsoft Online Services experience preferred.
Ability to identify opportunities / gaps in the customer experience and partner with teams to develop improved processes, tools, and technology solutions.
Understanding of the Microsoft Product Group and the product development lifecycle.
Experience with common Support Delivery channels including Chat, Communities/Forums, Online, and Phone
Experience working with data (i.e. PowerBI, Pivot Tables, Databases, etc.) to drive prioritization and decision making and estimate impact and ROI.
Experience building forecasting models to estimate impact of new releases and acquisitions.
Support Planning 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 July 7th, 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
