Escalations Manager, Operating Systems Engineering in Bellevue, WA

TitleEscalations Manager
CategoryBusiness programs & operations
LocationBellevue, WA
DivisionOperating Systems Engineering
Date AddedMarch 27, 2015
Open Positions1

Commerce Platform Fraud and Risk Team is seeking a motivated individual to join the Investigations Team to support both escalations and manual review. Below is a description of the areas of responsibility for this position.

Job Description:

This position will manage the vendor team and all processes related to the way we handle customer escalations for issues relating to the RISK Platform. This person will :

o Define a long term solution for handling escalations. Work with stake holders to get buyoff, identify and drive requirements, identify and implement interim solutions necessary until the long term solution can be realized.
o Drive consensus around escalation reporting and work with BGs to ensure consistency in reporting to reduce churn and misunderstanding.
o Ensure the team has the tools necessary to perform their job effectively and efficiently. This may include minimizing the number of tools required, minimizing the number of steps necessary and ensuring processes are refined to enable the best outcome for our customers and teams.
o Some SQL query skills will be necessary to perform this job
Manual Review
o Support an established manual review process through analysis of all relevant metrics related to the program, concluding deliverables from the data, and reporting to various levels of leadership
o Manage at least one vendor, including invoice approval, budget management, resource allocation and accuracy coaching.
o This role will likely require some travel including international
o Coordinate processes across all lines of business supported by manual review, including process documentation, alignment on strategy and approach to ensure consistency, and measuring ROI
o Some SQL query skills will be necessary to perform this job
o Minor coding skills will be required to perform this job in order to make changes to rules in the risk system. This can be learned if you have the aptitude.

This employee will need to arm themselves with sufficient data, metrics and knowledge to enable proactive education and representation about current performance, trends, and issues. You will help identify and drive robust solutions that effectively straddle the needs of the customers with Microsoft's need to protect itself from fraudsters. You will engage both the various CS teams as well as the Business Groups, and be Fraud and Risk's representative to help ensure the ultimate customer experience despite the inherent friction with the risk system.

Skills required to succeed in this position:

- 2+ years working with customer service
- 2+ years managing manual review
- 2+ years experience managing vendor resources
- 2+ years experience managing high visibility programs
- 1+ year working with data and data extraction
- Proficiency required in Excel pivot tables and charts
- Ability to prepare compelling business cases, 1 pagers and BRDs
- 1+ year working with SQL query skills a plus
- Fraud experience in the online or retail world is a plus

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
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