Microsoft Looking For Supplier Delivery Management at Charlotte, NC Full Time

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 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 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, and because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

We are looking for an intellectually curious, customer-obsessed Support Delivery Manager (SDM), who has a demonstrated track record through effective and strong leadership and has empowered people to help customers succeed. As a SDM, you will focus on ensuring the support rhythm of business in defined and run effectively, drive operational efficiencies working with peers and drive innovation initiatives within the support scope of influence.

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.

Responsibilities

Responsibilities

Readiness Development

Supports delivery partners and/or teams, enhances support readiness, and ensures timely resolution by developing others. Develops training plans for supplier engineers based on skills gap analysis and product needs. Reviews and provides gap analysis to develop readiness plans for delivery partner teams and/or internal teams based on skills gap analysis, product needs, etc. Contributes to the creation and implementation of readiness plans and content. Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks) for both internal and external teams.

Case Management (Delivery Excellence)

Performs thorough case reviews and customer wellness checks; ensures progression of cases to help solve increasingly complex technical issues. Acts as case escalation point for engineers to unblock servicing and escalation processes. Ensures team members have access to appropriate resources as needed to support customer resolution. Advises case owners on out-of-scope escalation decisions. Drives case triage meetings to share knowledge with engineers and develop efficient customer solutions. Provides actionable process or technical feedback derived from case reviews to Service Delivery Managers, subject matter experts, and Managers at delivery partners.

Managing Collaborative Activities

Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders. Engages and collaborates with other Microsoft groups, including escalation teams and the development team, in gaining resolution for critical, complex issues. Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions. Manages the swarming process to ensure the right individuals and resources are in place to resolve issues in a timely fashion.

Supportability Activities

Contributes to customer self help and volume deflection initiatives. Identifies technical deficiencies in services or processes to help improve the quality of the services. Helps define and evangelize operational standards, processes, and practices to vendor teams. Understands how customers are using a given product or service and the challenges that they might face. Manages bug recognition within team and communicates need to higher levels of team. Drives awareness and feedback on opportunities for training, content, tools, and processes. Provides input on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection.

Process Improvement

Collaborates with internal teams, and sometimes external teams, for product and process feedback. Partners with manager and Supply Delivery Manager for continuous improvement planning. Serves as an early warning system and notifies appropriate impacted audiences regarding flaws in processes. Evangelizes processes and process improvements.

Other

Embody our culture and values

Qualifications

Qualifications

Required/Minimum Qualifications

4+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience

OR equivalent experience.

Additional or Preferred Qualifications

Bachelor’s Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership, or relevant degree AND 6+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience

OR equivalent experience.

Prior multi-disciplinary business experience with the aspiration and potential to grow as a broad business leader.

Demonstrated experience in planning, execution, cross-group collaboration, communications, analytical capabilities, and attention to detail.

Passion and proven record for execution with measurable results; focus on delivering impact.

Outstanding interpersonal skills, innovation, and the ability to motivate, inspire, and lead cross group/functional teams with a high degree of independence and success.

Ability to work successfully across a complex, highly matrixed environment.

Ability to deal with ambiguity, navigate uncertain situations, and drive for clarity.

Demonstrated strong capability in verbal and written communications skills across a geographically dispersed audience.

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.