Senior Director, Global Leader Of Support Engineering Management

Overview
With over 18,000 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.
Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers' trust in Microsoft and improve their business performance.
We are looking for a Senior Director, Global Leader of Support Engineering Management with technical fluency/acumen and solid support delivery, planning, and supportability understanding to lead the Global Support Organization. We are looking for a candidate that has a prior experience of leading a large global organization, solid services mindset, be solid at building cross-organization partnerships - being the single interface in a business unit to drive strategies for improved customer service and in-product support.
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.
Some travel as needed.
Responsibilities
Senior Director, Global Support Leader of Support Engineering Management
• Responsible for Commercial support delivery ensuring alignment with CSS-wide support experience and to service experience standards across Digital Transformation Platform Business Unit
• Ensure market leading customer experience (CSAT) and productivity through driving support experience strategy execution, initiatives from the Delivery Excellence team, and effective knowledge development, capture, and use.
• Manage global operation through Delivery Partners, engage in partner enablement and directions to achieve connected customer experiences.
• Manage effectively high priority customer escalations - safeguarding customer experience.
• Lead team effectively, enabling delivery engineers (FTE & Vendors) to provide great customer experiences through our support channels against agreed on measures, and ensuring solid teamwork amongst delivery and leverage key dotted line internal teams - release excellence and business operations managers.
• Oversee capacity planning and management and provide inputs for staffing and financial commitments
• Proactively drive support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements on basis of customer feedback gathered from support channels
• Own P&L accountability to product group engineering leader; coordinate with EG product team to ensure product strategy and support strategy are aligned
People Management
You lead teams of product skilled that solve complex customer technical issues by practicing leadership principles, enabling a culture that drives accountability and helps attracting/ retaining great people
Response and Resolution
You act as escalation point for customer issues that are politically charged and/or of technical/ financial complexity. You enable teams to effectively manage the customer relationship with regards to Technical Support and remove roadblocks and help prioritize technical issues at a global level.
Readiness
You analyze group readiness strategy proactively and lead collaboration with global readiness, engineering and product teams to ensure your organization has the technical skills required to provide a great customer experience.
Product/Process Improvement
You drive the partnership with internal groups to ensure aggregated customer feedback is considered to influence and drive product quality improvements.
Business Integration
You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience
Other
Embody our culture and values
Qualifications
Required / Minimum Qualifications

• 10+ years operational excellence, delivery management, account management, sales, or vendor management experience
  • OR Bachelor''s Degree in Computer Science, Information Technology (IT), or related field AND 8+ years operational excellence, delivery management, account management, sales, or vendor management experience.
• 5+ years experience of managing managers.
• Previous experience of managing support delivery operations with large vendor and contractor teams across the globe.

Other Requirements

• 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.

Additional / Preferred Qualifications

• Solid customer service, communication, and interpersonal skills.
• Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
• Flexibility and ability to adapt to ambiguous and changing situations.
• Ability to manage high pressure situation
• 10+ years of business leadership experience; self-motivated, confident working at a senior executive level.
• Solid global communication skills, and skills in building organizational partnerships - across a complex stakeholder network in CSS and Engineering/Product Dev teams. Ability to navigate and influence in a matrixed organization.
• Technical fluency/acumen and solid 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.

Technical Support Engineering M6 - The typical base pay range for this role across the U.S. is USD $124,800 - $266,800 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 $159,000 - $292,200 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 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.
#CES #CSS #DTP #Dynamics