Supportability Manager Microsoft
Redmond, WA

Job Description

Do you bleed "Customer Obsession"? Are you passionate about driving a great customer experience with our Microsoft products and Services? Do you thrive on empowering others to truly achieve their full potential? Do you genuinely lead with sincerity and humility, and drive relentlessly for results and continuous improvement? If you answered yes to these questions than we want to hear from you!

This role requires a smart, highly motivated self-starter, and genuine leader. In this role you will manage a small team consisting of Supportability Program Managers, Support Planners and Technical Advisor's focused on eliminating customer issues and driving a best in class support experience.

You and the team 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. You will champion and drive proactive customer centric features into the products and services, with the goal of eliminating and preventing customer issues. The successful candidate is a dynamic individual with a track record of self-improvement, persistence in driving towards goals even in the face of adversity, focus on results, and an ability to draw the best out of people in a genuine way. The person hired for this position must be able to use data to develop insights and use these to influence the appropriate stakeholders. Technical skills, strong program management skills, and excellent verbal/written communication skills are a must.

* 5+ years of business leadership experience; self-motivated, confident working at a senior level.
* 3+ years experience in the Commerce, Financial or an On-line business.
* Strong global communication skills, and skills in building organizational partnerships - across a complex stakeholder network in CSS, Engineering and Marketing teams. Ability to navigate and influence in a matrixed organization.
* Technical fluency/acumen
* Demonstrated experience/ability in leading both direct and virtual teams with a broad array of skills to ensure best-in-class customer outcomes.
* Creates clarity for teams, translating complex ideas and issues into clear and consumable strategy for technical products
* Demonstrated experience in leading organizations through to success - drafting right strategy, working as necessary with employees at different levels, investing effort in building right stakeholder partnerships, etc.
* Ability to create effective relationships, listen, communicate, influence, be persistent, patient and collaborate cross-team at all organizational levels
* Brings passion and energy to create a vibrant culture of diversity and inclusion within their organization.

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.

Supportability: Proactively drive support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements on basis of customer feedback gathered from support channels.

Lead your team to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g. bug fixes) as well as proactive/predictive (e.g. auto-healing) product development work to drive reduction in support volumes

* Construct an evidence based business case for significant engineering changes required
* Direct proactive and predictive measures (auto-healing, deflection, self-service automation), as well as reactive measures (bug fixes)

Support Planning: Translate Microsoft support experience into product-group specific needs, implementing defined support experience by product and channel

* Provide inputs to delivery managers to enable implementation of standardized support experience

Release and Readiness: Drive your team to deliver release roadmaps and build comprehensive views of engineering release pipeline through engagement with the engineering product team

* Ensure your team commence release mgmt. processes, working closely with Release Excellence, Coordinate readiness activities, incl. content development for training, in a timely manner to meet the product/service time-line.

Engagement with Engineering Group & Marketing

Success Measures: IR and incident volume reduction, Strong relationship with engineering and marketing teams, Comprehensive and meticulous product release and readiness planning, with high degree of agent enablement for new product releases