Job Description

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

OVERVIEW

Are you innately passionate for customers? Do you thrive in a fast-paced environment? Do you love building trusted relationships that impact and improve the connected customer experience? Do you have a passion for influencing and collaborating with others to drive change? If you answered 'yes', we are looking for a Customer Experience Program Manager (CX PM) to drive and evolve the Escalation Simplification programs for the Customer Service & Support (CSS) organization. This senior role will partner with leadership and field roles to define and execute customer escalation programs that will ultimately improve the customer recovery experience.

The CSS organization is responsible for being the front line to our customers as we support them in their use of our products. Our mission is the same as Microsoft's, namely Empower every person and organization on the planet to do more. In support of the technologies across our entire Microsoft ecosystem, we are constantly needing to transform our escalation programs, as we support our customers' most complex and business critical applications and solutions. Within CSS, this person will report up into the Customer & Field Engagement (C&FE) team. The C&FE team focuses on customer escalations, recovery and winning back customers to foster loyalty, improve customer satisfaction, drive consumption, and create lifelong Microsoft fans.

The CX PM is a newly defined role on the C&FE team to manage and support CSS Escalation Simplification initiatives, including the newly formed 'Escalate Now' program. We are looking for an exceptional individual who has deep experience solving complex business issues across multiple organizations. The role will lead business workgroups to identify customer experience opportunities and root cause analysis with insights. They will be accountable for recommending and implementing long-term, durable solutions that improve the escalation experience for internal and external customers.

This individual should also bring intellectual curiosity to quickly understand the business and leverage technology, people and process to elevate the performance of this global organization.

RESPONSIBILITIES

The CX PM will work as an enabler and shared service partner across CSS to drive escalation programs with multiple delivery teams and stakeholders. The initiatives will include operations, programs, insights, tooling, communications strategy, and change management. This role will partner with and influence other organizations to drive escalation enhancements to advance the customer support experience. The intended impact is to create consistency and efficiencies at scale for a best-in-class support experience. The CX PM will identify and drive opportunities for improvements to simplify the escalation process for both external customers and internal submitters.

The ultimate goals are to reduce escalation friction, drive changes to the support experience and build/communicate business insights to prevent and predict further escalations. The role will build programs and make recommendations for improving the CSS customer experience, working closely with global stakeholders to ensure customers have the best escalation experience possible and identify experience risks that may drive up escalation support incidents.

In this role you will engage with key partners across CE&S, stakeholders, senior executives, and partner closely with CSS delivery leadership. A successful candidate will need strong negotiation and communication skills that scale across all levels of an organization. The ability to build and cultivate trusting relationships is key for maximum impact. Critical knowledge areas include:

An understanding of the CSS delivery business and functions at scale
Quickly identifying customer pain points to effectively drive resolutions across workgroups
Leveraging deep relationships within each CSS SBU to effectively drive business solutions
Deep understanding of our commercial support programs including Premier/Unified Support
Critical Situation (CritSit) Management of our largest commercial customers
Technical aptitude and understanding of case management tools & reporting

Required Qualifications:

* 5+ years of program management experience
* 5+ years of experience in customer service and support and/or CX organizations
* Experience and deep knowledge of Premier/Unified support delivery or relevant experience

Preferred Qualifications:

A real passion for servicing customers and improving the connected customer experience
Systems Thinker who can understand complex issues and drive root cause resolution across multiple organizations
Action oriented, proven track record for proactively driving resolution to large scale, complex customer support issues
Proven experience working across organizational boundaries and driving resolution across many teams with no direct reporting authority
Proven record of influencing stakeholders to achieve impact through collaboration, presence and strong communication skills
Critical thinking (long term, preventative risk mitigation) and orchestration of complex support planning
Consistent track record of driving strategy and influencing senior leaders
Strong cross group collaboration, program management, time management and negotiation skills
Ability to handle, track and communicate a multitude of details at many organizational levels for multiple customers and relay status promptly
A passion for and experience in building customer programs and incubating business projects to improve the customer experience in a rapid, iterative approach
Ability to quickly interpret data inputs, leveraging available BI resources
The ability to work well in any situation pressure and meet tight deadlines
Adept at working with cross group to identify and improve process and policy
Ability to deliver tough messages diplomatically and quickly drive toward solutions to problems
Proven ability to design and balance strategic priorities against tactical needs
Candidate should be self-driven with a strong sense of initiative and accountability, a can-do, positive attitude, and composure managing through ambiguity
Comfortable with conflict, able to deal with multiple constituencies and the ability to manage multiple simultaneous objectives/projects

Bachelor's in business management, information technology, or related field, and/or equivalent experience.

The successful candidate is a self-starter, who is passionate about improving the customer support experience. They should have a proven track record of influence and impact across Microsoft in a global capacity. You will need to be a systems thinker to understand customer issues in the broad environment of sales, proactive and reactive support management. You must have a demonstrated ability to work effectively to drive resolution to complex problems across the CSS SBUs, Engineering Groups and CE&S shared services. A successful candidate has a strong ability to meet deadlines and influence change in a fast-paced, dynamic environment. An acumen for executive communications to share progress and outcomes is required.

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

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.