Serviceability Leader - Microsoft Advertising
Role Description Summary
Are you someone who is passionate about building a vision and turning it into reality? Do you like to roll-up your sleeves and dig into the issues to make a better product and experience for our customers and partners? Are you interested in how Advertising can play a key role in monetizing Microsoft’s consumer services and devices? If you answered YES to these questions, then read on……
We are the Advertising Supportability Team and our work focuses on improving the overall customer experience with the Microsoft advertising platforms/services including Bing Ads, PubCenter and related products and services. Our work positively affects the adoption and perceptions of our advertising platforms by Search Advertisers and Agencies and Apps Developers, and contributes to building customer loyalty for a lifetime. We are responsible for reducing support incident rates, improving customer satisfaction. We partner extensively across organizational boundaries with Microsoft Advertising product and engineering teams in the Application and Services Group (ASG), and SMSG’s Advertising & Online (A & O) division, to influence and collaborate on decisions that are best for the Advertising business.
We gather information from a variety of feedback channels, aggregate and prioritize that feedback for the purposes of issue identification and then drive appropriate changes in the product and drive appropriate actions to mitigate the identified issues. We engage deeply and early with Engineering Groups to influence new product / service supportability including error messages, telemetry, support engineer enablement and in-product / service support and customer self-service capabilities. Our ultimate mission is to create a “Perfect Every Time” support experience for customers (whether self-help or assisted) and significantly reduce assisted support Incident Rate.
PRIMARY RESPONSIBILITIES:
- Lead a team of Supportability Program Managers and Escalation Engineers who engage deeply with the Advertising Engineering Group to resolve Live Site issues, improve in product customer experience, reduce long-term assisted support Incident Rate and drive Support Engineer and Customer Enablement features into future products / services.
- Establish and maintain relationships with key Advertising Engineering Group leaders by driving participation in Monthly Support Reviews, Customer Advocacy Council and Voice of the Customer sessions.
- Partner closely with A & O teams to drive top issues and feature requests and prioritization to the Advertising Engineering group.
- Distill and prioritize feedback and impact data from broad variety of listening channels including Customer Support, Communities and Forums, etc. to identify the top problem areas, issues, and risks for advertising products and services.
- Communicate top problem areas, issues and risks to the involved product and business groups, stakeholders and partners.
- Partner with Engineering Groups and other teams in Microsoft Services to drive, track, and deliver product improvement and/or effective mitigations to address these problem areas, issues or risks.
KNOWLEDGE, SKILL AND EXPERIENCE REQUIREMENTS:
- Proven people leadership and management skills particularly relative to leading significant organizational / cultural change.
- Passion for online services/experiences and overall product quality.
- Strong customer focus, excellent communication skills, and the ability to work in a fast paced team environment.
- Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
- Excellent analytical, problem resolution and decision making skills
- Proven and definitive track record of results from partnering across disparate business functions to influence decision making with partner teams.
- Courage and conviction to drive decisions and defend positions as appropriate.
An ideal candidate would also possess the following skills:
- A strong understanding of the Microsoft support delivery business and demonstrated ability to effectively partner with key partner & CSS business owners.
- An understanding of the online advertising business
Interested in learning more about Customer Service & Support? Follow us on Twitter @MicrosoftCSSjob, become a fan on Facebook under "Microsoft Customer Service and Support", and find our blog at http://blogs.msdn.com/b/peoplefirst>.
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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