SDM Consumer Manager - Americas

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s 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.

Modern Life, Gaming and Customer Service (MLGCS) team is a group of 350+ Microsoft employees and over 9,500+ Delivery Partners Advocates spanning 40 sites across the globe. The MLGCS organization provides service and support for all Microsoft consumer products and services, as well as commercial customer service support, customer protection and fraud. We enable and protect Microsoft’s customers through creating a people first culture, adding value for every customer and helping our customers be safe and secure.

As a Support Delivery Manager Mgr. you will lead a team of individual contributors who focus on the readiness and operational performance of Delivery Partner (DP, aka Supplier) support organizations. The Delivery Partners provide frontline technical support across Microsoft products and programs, often from different geographic sites. Your job is to enable your team to deliver a great customer experience through the Delivery Partners – involving a number of operational and strategic aspects all while adhering to delivery standards and line of business needs. You will coordinate with numerous stakeholders both within Microsoft, and at the Delivery Partner vendors. The role has people management responsibilities including driving employee growth and development, executing projects, and managing performance. This role enables and promotes career growth through development of deep technology industry knowledge and becoming adept at building and leading diverse teams.

This role is flexible in that you can work [e.g., up to 50%, up to 100%, etc.] from home.

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.

This role is flexible in that you can work up to 50% from home.

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

• People Management – you will deliver success through team empowerment and accountability by practicing management excellence principles like: model, coach, care. You will enable the individuals on your team to operate in the service delivery details by helping unblock, make connections, facilitate, address escalations, support team and individual growth.
  

• Operationalizing Line of Business (LOB) Needs – facilitate and support your direct reports as they ensure contractual agreements, key operational metrics, and budgets are met by CSS Delivery Partners.
  

• Delivery Partner Management – your direct reports own day-to-day performance management of the Delivery Partner (i.e., tracking, measuring, reporting, and valuating performance). And at times the work may extend to longer-range aspects…to understand forecast, volume needs, and execution across different partners. You will support, unblock and facilitate those activities through your direct reports to meet Org./Line of Business goals.
  

• Workflow Management – your team will identify opportunities, make recommendations on the development and continuous improvement of the workflow and execution strategies.
  

• Escalation Management – as needed you will facilitate (or own) escalations (both cases and people issues). Depending on urgency, some case escalations are handled by specialized groups - help assure those processes run smoothly.

Qualifications

Required/Minimum Qualifications:

• 4+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience OR equivalent experience.

Additional or Preferred Qualifications:

• Bachelor’s Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership, or relevant degree AND 6+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience OR equivalent experience.
  

• 5+ years people management experience

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.

The salary for this role in the state of Colorado is between $129,800 and $194,800.

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others