Job Description

Customer Experience & Success
Do you want to empower every person and every organization on the planet to achieve more?
Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

Our culture is built around attributes that drive our every decision and our every action:
Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.

We are looking for an intellectually curious, customer-obsessed Support Engineering Manager of Managers to lead our Windows Commercial team who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft customers. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.

Your Responsibilities
Nurture the Microsoft culture in the team, fulfilling the Model, Coach and Care expectations through:
Attract, Develop, and Retain Talent
Deliver Results Through Teamwork
Role Model Microsoft Values
Commit to Performance Management and Recognition Program.
Provide guidance and coaching to team for addressing highly complex, strategic financial and executive level cases, including customer and field escalations - and as necessary take ownership to produce a positive customer outcome.
Manage the day-to-day support business within your team.
Foster collaboration with other technology teams to improve the customer experience.
Position and support your team to succeed by maintaining focus on the fundamentals (case load and backlog mgmt., throughput and resolution, removing roadblocks w/in CSS or into Engineering, encouraging collaboration and use of all solution assets, reinforce CARE* behaviors and CSS Strategies, etc.)
Assure team members are ready (working with your Technical Advisor and Readiness Leads where applicable) - technical skills, soft/professional skills, required training, cultural initiatives, industry certifications and standards, etc.
Establish connections across CE&S and externally (to Engineering and Microsoft Services) to influence and improve team effectiveness.
Contribute to and help drive Product, Technology, Service, Solution and Process improvement.
Contribute to the success / implementation of CSS and CSS Division led programs, initiatives, communications at the team level.

Required Qualifications:

* At least 8 years of related experience in a Global Technical Support Center or customer service industry, product support, technical support, IT Admin support, consulting, systems or product development.
* At least 4 years experience as a Manager of Managers or equivalent.

Preferred Qualifications:

* Knowledge managing in a Cloud/Services environment
* Proven communication skills at the executive level internally and externally
* Proven track record in the management of global service delivery operations
* Strong technical background in Enterprise technologies and cloud services
* Bachelor's degree in engineering, management, business, or related field or 4 years work experience

Other skills and Competencies

* Communication: Represent Microsoft and communicate with corporate and internal customers via telephone, email, or other electronic means, regarding technically complex issues with Microsoft software products. Be able to logically and accurate communicate to various levels (Engineers to Business Owner and Executive). Lead and recovery situations with customers.
* Customer focus: Ability to put customer first, lead and prioritize work to deliver great customer experiences. Maintains focus on the customer experience when balancing short- and long-term decisions.
* Collaboration: Communicates with individuals from other teams or organizations and listens carefully to how they perceive mutual issues or opportunities
* Influence for impact: Listens for the priorities and concerns of others and acknowledges differing perspectives.
* Adaptability: Actively seeks information and tests assumptions; shifts his or her approach in response to the demands of a changing situation.
* Judgment: Scopes problems by identifying key issues, inputs, stakeholders, and outcomes.
* Creative Problem Solving: Solves abstract problems by considering the environment and applying original thought.
* Drive for results: Sets clear and challenging goals for a portfolio of work, and pursues them with enthusiasm and passion
* Bachelor degree in Computer Science, Information Technology, or related field
* Manager of Manager experience and end to end business execution

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.