We’re looking for a self-starter with strong communication skills who can influence decisions across diverse audiences and all levels of leaders involving e-commerce user experiences, new features, and operational excellence. You’ll shape the end-to-end commerce experience while ensuring we deliver delight for our partners who sell via https://partner.microsoft.com/ (and those customers).
This role requires a lifetime learner who has a proven ability to think strategically, logically and with empathy about business, product/service, and technical challenges. You’ll lead Voice of the Customer innovation and navigate constraints to solve problems with data driven methods & creative solutions.
New Commerce Experience: understand the design of new features and commerce services to predict how they impact customer satisfaction and future support volume drivers to proactively prevent problems where possible and design/implement contingency plans or corrective actions that optimize Objective & Key Result (OKR) success metrics
Voice of the Customer Insights: investigate & analyze multiple data sources to identify and drive initiatives that maximize customer satisfaction and service levels while reducing support case and internal escalation volumes, as per OKRs
Project/Program Management: identify and drive continuous improvement initiatives focused on delighting customers and partners through a virtuous learning cycle
Knowledge Management: via a deep understanding of commerce platform services, customer use cases, and emerging issues curate and disseminate new content and content revisions that serve to prevent support contacts (self-help online documents) and optimize service levels of frontline support and internal escalation workflows, as per OKRs
Vendor Management: collaborate with and coach vendors accountable for resolving day to day customer and partner e-commerce escalations. At times, personally drive executive escalations to rapid resolution in a boundaryless manner with key internal stakeholders
5+ years experience in a customer/reseller care or consulting role, ideally involving e-commerce, 7+ years experience preferred.
5+ years experience managing multiple, concurrent responsibilities with international scope and delivering quality on-time results in a fast-paced & agile environment, as per success metrics, 7+ years experience preferred.
3+ year experience of executive engagement/storytelling, particularly in dealing with difficult customer-facing problems and ambiguity, with proven experience interacting with internal and external senior leaders.
Understanding of APIs and eCommerce services
Understanding of Relational and NoSQL database systems and queries
Sales engineering experience with (or knowledge of) e-commerce or complex IT solutions
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.