Microsoft Looking For Sr. Director Global Business Operations & Support Management at Redmond, WA Full Time

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’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.

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

Within CEnS, our Customer Service and Support (CSS) plays a key role in delivering our CEnS mission for best-in-class customer experience. CSS helps more than one billion customers around the world each year. With over 14,000 employees worldwide and 15,000+ outsourced advocates, CSS team helps and supports customers in 191 countries in 46 languages, providing best-in-class support to our diverse customer base from x-box gamers to developers and partners, to small and large enterprises. We are on the front line every day, 24 x 7, helping empower every person and every organization on the planet to achieve more.

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

This role is core to Customer Service & Support (CSS) mission to deliver best-in-class customer support experience. With sponsorship and support from CSS executive leadership, this role will work cross-functionally to drive operations excellence at-scale, align/partner across Microsoft organizations, and orchestrate improvement programs to resolve critical and pervasive operations challenges.

Our team is looking for a collaborative, highly empowered, problem-solver leader who will tackle complex, matrixed problems to drive the success of our CSS organization. A leader who drives for uncovering the systemic challenges and ability to highlight them in a way that rallies leaders and teams together to resolve.

Top Issue & Opportunities Identification

Establish control methods to monitor operations excellence performance and identify improvement opportunities.

Partner with supporting teams, stakeholders, and domain experts to gain multiple perspectives on issues.

Orchestrate the definition and prioritization of CSS Ops improvement projects and secure/validate CSS Executive Leadership sponsorship & support.

Continuous Improvement

Translate problem definition & analysis into a formal program structure (e.g., including exit criteria).

Assemble and lead cross-functional teams. Hold teams accountable to the development and delivery of action plans tailored to the specific operational challenge.

Align executive collaborators who may have varying business priorities.

Develop and deliver executive communications throughout the lifecycle of the program/project to ensure alignment across the organization.

Capture before-and-after measurable improvements with ROI data.

CSS Operational Excellence Rhythm

Establish the right operations rhythm for CSS leadership Team drive focus on top operational KPIs, analyze insights, and drive/unblock action.

Create the appropriate framework for CSS LT/Leadership accountability.

Executive Leadership

Proven track record to communicate openly and articulate plans in appropriate detail to executives, management, and individual contributors.

Able to move quickly – comfortable driving acceleration and, when necessary, act as a disrupter to deliver results.

Influence, activate and orchestrate across teams to build alignment and drive results.

Build trust quickly with support/escalation engineers and managers at all levels

Excellent skills in structured, active listening (e.g., checking for full understanding), and communication of themes associated with business impact.

Qualifications

Required/Minimum Qualifications:
Bachelor’s Degree in Business, Operations, Finance or related field AND 8+ years related work experience in technical/customer services or technical/customer support or business operations

OR equivalent experience.

6+ years of people management experience (including managing and leading high performing cross-functional teams inclusive of multiple stakeholders, initiatives, and accountabilities).

Preferred Qualifications:
10+ years related work experience in technical/customer services or technical/customer support or business operations

Proven industry-leading experience in delivering high impact service improvement initiatives for global complex customer support organizations.

Ability to define, develop, implement, and lead successful programs and turnaround plans.

Excellent executive communication skills and ability to craft and deliver clear impact-oriented communications.

Excellent skills in building organizational partnerships – across a complex stakeholder network in CSS, CEnS, and Engineering/Product Dev teams.

Technical fluency/acumen and strong support delivery leadership knowledge/understanding.

As a leader, you seek challenges by taking ownership, initiative, and by being empowered. You are a problem solver who seeks sustainable solutions instead of isolated fixes. You work as One Microsoft while refusing to let obstacles impede progress for results.

Business Program Management M6 – The typical base pay range for this role across the U.S. is USD $124,800 – $266,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $159,000 – $292,200 per year.

Microsoft has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets (see below). The range above reflects the potential base pay across the U.S. for this role (except as noted below); the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.

At Microsoft certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. Benefits/perks listed here may vary depending on the nature of employment with Microsoft and the country work location. U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 10 scheduled paid holidays, and receive up to 2 weeks holistic health time off (front-loaded). Additionally, hourly/non-exempt employees accrue up to 15 paid vacation days, and salaried/exempt employees have Discretionary Time Off (DTO).

Our Commitment to Pay Equity

We are committed to the principle of pay equity – paying employees equitably for substantially similar work. To learn more about pay equity and our other commitments to increase representation and strengthen our culture of inclusion, check out our annual Diversity & Inclusion Report. (https://www.microsoft.com/en-us/diversity/inside-microsoft/annual-report )

Understanding Roles at Microsoft

The top of this page displays the role for which the base pay ranges apply – Business Program Management M6.

The way we define roles includes two things: discipline (the type of work) and career stage (scope and complexity). The career stage has two parts – the first identifies whether the role is a manager (M), an individual contributor (IC), an admin-technician-retail (ATR) job, or an intern. The second part identifies the relative seniority of the role – a higher number (or later letter alphabetically in the case of ATR) indicates greater scope and complexity.

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.