Organization Summary:
If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations - and the value we deliver across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work.
Competing Operationally. Playing to Win.
Position Description:
The Microsoft Operations Customer/Partner Experience (CPE) Team develops and implements the CPE strategy for Operations. We use customer and partner listening systems to identify key drivers of satisfaction, and facilitate the delivery of industry leading customer and partner find-try-buy-use experiences across channels, and customer and partner segments. The Operations CPE Manager drives excellence in execution across the Operations CPE community, leveraging work done by other CPE teams across the company, and building the necessary execution strategies, processes and assets to listen and respond to customer and partner needs and drive positive trends in Operations Customer/Partner Satisfaction.
Responsibilities:
• Manage & improve processes including:
o Issue management for top customer/partner experience issues
o Governance to streamline/standardize in-market issue reporting, and identify large, cross regional issues that require escalation and disposition
• Community skill building, identification and leveraging of best practices
• Provide robust CPE satisfaction driver analysis for key audiences across multiple listening systems to highlight customer/partner attitudes, motivations, needs expectations, behaviors
• Provide strategic insight and experienced-based goals for introduction of new software, devices, and services
• Build and deliver CPE predictive modeling capabilities across key audiences to improve CPE forecasting
• Manage implementation of MS Operations Satisfaction Survey portfolio (fielding, reporting)
• Special projects as assigned that support CPE insights and improvements
Basic Qualifications:
• Bachelor’s degree or equivalent work experience
• Minimum 5 years customer focused research, analysis
• Minimum 5 years project management experience
Preferred Qualifications:
• MBA preferred
• PMP certification a plus
• Proven ability to hold others accountable while building strong partnerships
• Strong analytical skills
• Good commercial (B2B) business acumen
• Excellent communication/presentation skills
• Proven ability to deliver in a virtual team environment and influence cross-functional teams
• Highly organized with experience managing multiple projects on tight deadlines with great attention to detail
• Demonstrated ability to cope with ambiguity
• Demonstrated ability to drive clarity, consensus and closure
MSOPS:OS
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
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