Are you an experienced Program Manager with Engineering and Services planning and operations experience? Are you passionate about Consumer Services? Are you an insightful, organized and driven person who thrives on challenge? Do you want to influence decision makers and contribute to ensuring an amazing experience for our customers? If you answered yes to these questions than we want to hear from you!
The Global Supportability and Experience team manages and coordinates CS3 (Consumer Support) engagements with the Operating Systems and Apps & Services Engineering organizations; driving the Voice of the Customer and Support into engineering processes and product/service planning & design. We provide a key link between the Customer, Support and Engineering and play a key role in driving top issues, content and solution automation for all of our Consumer Product and Services.
This role requires a smart, highly motivated self-starter in a fast paced technical environment. This is a high visibility position that requires frequent contact with Leadership; Directors, General Managers and CVPs in CSS, Engineering and Operations. In this role you will help drive improvements to the product, service and ecosystem by providing the customer perspective backed up by data, in a well-articulated manner that clearly identifies product, service issues, and the impact of these issues on customer loyalty and satisfaction. The successful candidate is a dynamic leader with a track record of identifying and developing strong relationships and successfully managing virtual teams and technical resources. The person hired must have a combination of technical skills, strong organizational planning skills with excellent verbal/written communication skills while being able to manage virtual teams in parallel.
This position is within Microsoft Customer Service & Support (CSS). CSS is responsible for providing support for external customers that have general questions or concerns about our products, licensing, and the company in general or require technical assistance.
Business Purpose:
To provide technical and functional support to Service Delivery and Product Group Partners for MSN, Outlook.com and related technologies:
Provide the timely production of actionable Business Intelligence for Services and related technologies derived from Microsoft Retail and Communities incident data.
Collaborate with Escalation Engineers (T4) and Support Planners and to provide the following:
Customer, Partner and Support Professional Advocacy.
Reporting and triage of Business Intelligence to Product Groups, Partners, and Service Delivery driving and tracking resolutions to identified issues.
Representation of Customer and Partner Experience, Support Experience, and Product Failures to the Product Groups.
Ultimately the goal is to drive voice of the customer improvements into the product in order to reduce IPU (incidents per Unit). In other words, driving product improvements that eliminate the customers need to contact Microsoft Support
Role in the Organization:
This role reports directly to the Online Services Supportability Manager in CS3 (Consumer support). The Supportability Program Manager is accountable to this manager for process execution, triage, reporting, and representation to Product Groups.
This role will work closely with the Online Services Supportability Manager to collaborate with the Support Planners, Escalation Engineers (T4) and other technical resources within the organization to build a virtual team that will provide focus and resources to drive improvements in MSN, Outlook.com and related technologies.
This role will facilitate communication between the Services Product Development team(s), Service Delivery, internal and external Partners, Sustained Engineering and the Product Groups to improve Product Quality, Support Experience, and the Customer and Partner Experience for MSN, Outlook.com and related technologies.
Ultimately the goal is to drive voice of the customer improvements into the product in order to reduce IPU (incidents per Unit). In other words, driving product improvements that eliminate the customers need to contact Microsoft Support
Core Job Responsibilities:
Business Intelligence
o Provide trending, analysis, and reporting of Business Intelligence representing Customer and Partner Experience, Support Experience, and Product Failures from Retail Incident data.
o Provide trending, analysis, and reporting of Business Intelligence representing Customer and Partner Experience, Support Experience, and Product Failures from Communities Incident data.
o Proactively communicate top business intelligence issues and status to Service Delivery, Partners, Sustained Engineering and the Product Groups.
Supportability Training & Content
Provide Training & Content Gap Analysis for top Customer and Partner Experience, Support Experience, and Product Failures. Working with the Support Planner and Content teams, prepare Service Delivery for upcoming releases.
Product Improvement & Serviceability
Engage with Sustained Engineering and Product Groups for MSN, Outlook.com and related technologies providing the following:
Reporting and triage of Business Intelligence; driving and tracking resolutions; driving down IPU
Advocacy on behalf of the Customer, Partner, and Support Professional.
Engage with Service Delivery in preparation for supporting releases
Collaborate with the Support Planners and Escalation Engineers (T4) to provide the following:
o Reporting and triage of Business Intelligence derived from Retail incident data.
o Feedback on data quality and recommendations for improvements.
o Representation to Sustained Engineering and Product Groups for MSN, Outlook.com and related technologies.
Key competencies:
Customer Focus
Strong ability to build trust and ultimately influence
Technical Passion & Drive
Cross-Group Collaboration
Interpersonal and Communication skills
Negotiation & Conflict Management
Dealing with Ambiguity
Impact Oriented
Drive for Results
Basic Qualifications
Minimum 3 years’ experience at or working with software call center or technical support agents 2 years of Call Center or Tech support exp.
1-3 years minimum data analysis and issue trending research of support or product feedback data 4 yr degree
Proficiency in Microsoft Office or Office “like” applications Proficiency in bug filing and reproduction
Minimum 3 years customer service or Account management experience
Experience with teaching, training, and/or creating presentations.
Experience working with and/or creating and maintaining process documentation
Experience conducting Technical interviews
Experience working with (including but not limited to) classifying to, creating and/or maintaining coding taxonomies Statistical trending and analysis
Preferred Qualifications
2+ experience in program management relating to product development/product planning processes. Experience working with communities MVPs
Understanding of a software or computer hardware product life cycle Experience with social media sources such as Twitter, Facebook, or technical Forums.
Deep technical understanding of Microsoft online Services technologies and how to troubleshoot & resolve customer issues Deep technical understanding + ability to debug issues to code level
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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