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 because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

The Resource Strategy and Vendor Planning (RSVP) - Volume Forecast team is looking for a passionate, process thinking, experienced individual to manage process improvement & quality within the RSVP Workforce Management (WFM) portfolio. You will manage cross functional process improvements involving the design and delivery of business process solutions, implementation strategies, and control measures. You will identify and implement industry best practices to improve existing processes, demonstrating impact within a results-oriented, highly dynamic environment.

About our immediate team: We're a highly visible team, responsible for delivering global operational demand and workload forecasts for resource planning across the Microsoft suite of products globally. This includes everything from mining to exposing past customer-driven trends, to research leading to behavior predictions for new product launches, to learning emerging technologies required for solution automation and Machine Learning (ML) and understanding the business impacts of everything in-between. This is a rare opportunity to develop and use multiple skills in a fast-paced and constantly changing environment.

* Drive monthly corrective action processes. Coordinate with forecast leads to create remediation plans to improve PCY forecast accuracy and track to implementation.
* Perform data gathering, root cause analysis and performance trending in order to develop appropriate process control changes and improve operational efficiency.
* Analyze current process standards and metrics in order to provide solutions for improvements.
* Optimize existing root cause analysis process by designing, implementing, and testing new procedures.
* Track metrics to discover areas for improvement and monitor improvements.
* Create and manage standards, processes, and procedures to ensure agile delivery and consistent operations.
* Build and maintain data pipelines & ETLs as appropriate.
* Perform ad-hoc analysis using SQL, and ETL skills along with report building as the business dictates.
* Design reporting solutions including dashboard PowerBI Development. Analyze and interpret data using SQL Server, including Azure SQL.

* 5+ years of analytical hands-on experience with excellent analytical and math skills
* Extensive experience on Microsoft BI stack and exposure to Big Data, machine learning and data mining, large scale computing systems like COSMOS, Hadoop, MapReduce and other big data technologies including experience in SQL, R, Python, SAS, or similar languages.
* Advanced proficiency in Power BI or Tableau data visualization solutions where data modeling is required for full stack data analysis, insight synthesis and presentation.
* Knowledge of cloud services, such as Windows Azure or Amazon Web Services with Time Series Regression analysis and various Forecast Modeling techniques.
* Computer Science or equivalent degree, a candidate with strong analytical background in problems relating to Big Data and Analytics is also acceptable.
* Proven track record of delivering highly scalable and reliable systems through multiple cycles.
* Advanced Excel skills (Pivots, dimensional modeling, linking to external data sources)
* Combination of deep technical skills and business savvy to interface with all levels and disciplines within our organization
* Experience working in a global team or in 24x7 service operations.
* Excellent communications and interpersonal skills. Ability to convince other strong personalities of their ideas and work with partners in problem solving.
* Experience with presenting findings with executive audiences
* Ability to synthesize complex issues/scenarios into easy-to-understand concepts.
* Attention to detail with self-discipline and a drive for results.
* Demonstrated ability to work in ambiguous situations and across organizational boundaries.
* Extensive problem-solving skills, self-confidence, and strong leadership qualities

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.