We are looking for an experienced leader for the global Azure Rapid Response business, that delivers technical support to our largest and most strategic Azure customers. The role will also lead another niche global business for Azure Event Management. To be successful, this role you will be truly customer obsessed, have strong operational focus and deep technical skills as well as the ability to partner with field support and sales teams, engineering groups, and other internal Microsoft organizations at the senior leadership level. You will attract and retain top technical talent and ensure that they are always ready to engage with our top customers on their most critical and complex solutions. This position has Global responsibilities and will reside in the Sammamish, WA Global Technical Support Center. Primary Job Functions: Lead the global Azure Rapid Response and Azure Event Management businesses to deliver world-class support with a customer obsessed team of deeply technical and highly
Description of Role/Responsibility: Provide global leadership and coordination in Customer Feedback, Hiring, Readiness, and collaboration with Azure Engineering Ensure an effective workflow and feedback loop exists with your global peers to drive performance including closure on common process breakdowns as seen worldwide. Assist with global escalation of issues connecting with customers as needed to show Microsoft commitment. Develop, execute, and sustain mechanisms to drive positive customer service engagement and experiences. Accountable for operational and business review scorecards and reporting
Qualifications: 8 years of related experience in a Microsoft Global Technical Support Center, Microsoft Services or customer service industry, product support, technical support, IT Admin support, consulting, systems development, product development, customer support 4 years minimum experience as a Manager of Managers or equivalent 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