Supportability Program Manager

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoftâ

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€™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), a Support Business Unit within CSS, is a group of 320+ Microsoft employees and over 7,500+ Delivery Partners Advocates spanning 39 sites across the globe. The MLGCS organization provides service and support for all Microsoft consumer products and services, as well as commercial customer service, customer protection and fraud intelligence. We create trust and confidence for every person and organization through a connected customer experience.

 

The Supportability Program Manager is responsible for managing the Customer Service and Support (CSS) strategic tools, technology and BI projects and programs. The candidate will be Customer-obsessed, detail-oriented, collaborative, with communication skills and the ability to manage complex and multi-faceted projects from inception to completion. The Supportability Program Manager will collaborate closely with cross-functional teams to ensure the successful execution of our programs and projects while achieving desired business objectives.

This role is flexible in that you can work up to 100% 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

  • Leads and manages assigned Customer Support technology, tooling, compliance/data/security and infrastructure programs and projects enabling advocates to assist and support customers.
  • Defines the MLGCS Reporting/BI Program goals, scope, and outcomes, and communicates them to both internal and external stakeholders.
  • Includes key stakeholders in the scoping process and acts on opportunities to coach others to broaden knowledge of the business and relevant data sources.
  • Applies in-depth understanding of the business, its data environment, and data lineage to proactively identify and address opportunities for exploring business questions across various areas.
  • Takes measures to determine the scope of business and data requirements, source and integrate relevant data, develop appropriate data frames and analytical solutions, build and leverage connections across business areas, and articulate connections between business topics, relevant data, and/or analytical frameworks.

 

  • Maintains a stakeholder-centric approach by recognizing their needs and perspectives, validating and advising on customer and stakeholder requirements, considering the broader organizational context, and acting as a trusted advisor.
  • Recognizes opportunities and enhances insights by leveraging knowledge of the business, product/service functionality, data sources, and optimal methodologies to reframe problems, align customer and stakeholder perspectives, and secure buy-in.
  • Leads discussions with stakeholders to interpret analytical results, develops insights, and articulate pragmatic recommendations that are feasible and account for potential data limitations.
  • Maintains consistent awareness of changes in data privacy and security requirements, while upholding expertise in responsible and ethical data handling practices. Ensures that classification, governance rules, and regulations are consistently applied across work activities and results.
  • Collaborate with cross-functional teams inside MLGCS, including Support Planning, Supportability, Service Delivery and Training.
  • Identify and mitigate program/project risks and escalate issues to leadership as needed.
  • Develop and maintain relationships with groups external to MLGCS including product development, engineering, and design, to ensure seamless program/project delivery.
  • Ensure timely and accurate reporting of program/project progress and status to stakeholders.
  • Contribute to enhancing tools, programs, and project management practices within MLGCS through the development and implementation of practices and processes.

 

Other

 

  • Embody our Culture and Values

 

 

Qualifications

Required/Minimum Qualifications

  • 8+ years of related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
    • OR Bachelor’s Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
    • OR Master’s Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
  • Experience managing complex projects with cross-functional teams.
  • Communication and interpersonal skills, with an ability to interact at all levels of the organization.
  • Experience with data-driven decision-making.

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