Supportability Manager - Partner Technical Advisor

Microsoft

Location: Atlanta, Georgia, Charlotte, North Carolina, Irving, Texas, Issaquah, Washington

Job Type: Full time

Posted

Perfection not required
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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

You will be responsible for ensuring technical readiness and improvement of the customer experience based on the Assisted Support Experiences, Support tooling and infrastructure/capabilities as well as customer contact scenarios/trends and contact drivers represented by the Agent/Advocate support staff at sites around the world supporting our Products and Services. You will deliver unique value by influencing supplier support staff in terms of their technical capabilities and case management and by handling emerging issues to improve case progress/wellness towards great Customer and Partner experience. 

With a proven track record of leadership in complex situations and dynamic environment, high energy, versatile and have a keen sense of curiosity in knowing what’s next and is looking for your big career challenge at Microsoft, this could be the right role for you – where you can stretch your capability and make significant business impact through driving positive customer experience, while engaging with cutting edge technology & services.

We are looking for a People manager who brings a strong enthusiasm for Customer Experience and Support to help engage by connecting with teams across Microsoft to our customers and support advocates.

As the Partner Technical Advisor Supportability Manager, you will Lead a team of Technical Advisors who work closely with various Suppliers/Outsourced providers and Service Delivery Managers Product planning, finance/forecasting, and peer CSS teams to ensure that our advocates and agents are able to provide assisted support to customers. You lead a team to drive quality improvements to the support experience, feedback to the product/services managers and ecosystem by providing the customer perspective in a well-articulated, data backed, manner that clearly identifies the policy process, tooling challenges of our advocates as they support customers. You will champion and drive proactive customer centric features into the tooling, products and services, with the goal of eliminating and preventing customer issues and enhancing the assisted and Digital First support experiences.

You’ll be accountable for building a customer focused culture that attracts and retains a high performing team that leads customer focused product change in a ”One Microsoft” way. You’ll deliver strategic inputs for CSS budget planning that drive significant business impact and contribute to the overall strategy of the MLGCS team within CSS. You’ll partner with CSS business units and other product and business teams at Microsoft to enable the strategic plans your team is formulating to come to life for our customers via advocates and agents.

This will require a People leader to drive:
Quality Management:
  • Drive quality ROB and Framework in partnership with Delivery Partners (e.g. DSAT analysis, case wellness, calibrations)
  • Monitor key core measurements and metrics, identify action needed and provide support to Delivery Partners to highlight best practices or close gaps.
  • Monitor & identify opportunities for improvement in issue identification and resolution, workflow and tool efficacy, advocate knowledge or soft skills and provide support to Delivery Partners and internal stakeholders where needed to close gaps
Readiness:
  • Ensure successful release & readiness activities and provide on-going feedback on training content and quality
  • Provide input to training development, advocate guidance, and knowledge content
  • Provide input to workflow process and/or policy design & improvement.
Consultation & Escalations:
  • For Delivery Partners (Advocates): Serve as SME resource and supportive coach as needed, and primary POC for case escalations
  • For internal partners: Serve as the initial escalation point for emerging and trending issues. Serve as SME for process and/or policy related issues and ensure proper follow up and closure. Assist internal partners with Risk mitigation and fraud prevention by understanding application and intersection of product, tools, process, policy, agent, and customer behaviors
Voice of the Advocate/ Voice of the Customer:
  • Champion the needs of the advocate community as well as customers and facilitate distribution of VOA / VOC feedback with internal stakeholders to drive changes as required

Qualifications

Required/Minimum Qualifications

  • 7+ 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, 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).
  • 3+ years of people leadership.

Additional or Preferred Qualifications

  • 7+ years technical support-related call center experience
  • Experience with call center technologies including CRM platforms and Telephony solutions
  • Strong PM leadership skills to drive ideas to solutions (removing the roadblocks)
  • Ability to lead and co-ordinate large multi discipline v-teams
  • Experience managing virtual team with proven accomplishments (cross boundary collaboration and interpersonal awareness).
  • Track record of working closely with development teams and/or technical evangelists demonstrating technical program management capabilities.
  • Strong verbal, written and presentation skills. Ability to speak with influence and impact. Ability to communicate complex technical information clearly to people with or without a technical background. Ability to present and articulate effectively across all levels of the organization.
  • Ability to identify key issues and differentiate between actual technical capabilities and unproven solutions or concepts.
  • Strong customer empathy and ability to tie KPIs / metrics to concrete customer success outcomes and behaviors
  • Strong analytical skills with the ability to exercise data-driven decision making and derive insights from data.
  • Proven strategic thinking and orchestration of complex business planning
  • Demonstrated cross-group engineering and marketing relationships a necessity

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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