Digital Enablement Program Manager, Engineer and Advocate Support Tools (CSS) at Microsoft

Digital Enablement Program Manager, Engineer and Advocate Support Tools (CSS) Details

June 10, 2019, 6:17 p.m.
Business Programs & Operations
Individual Contributor
Seattle, WA
Microsoft CSS team Microsoft CSS team
With over 21,000 employees worldwide, the Microsoft CSS team includes support engineers, support advocates, pre-sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class service and support. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments. From end-to-end, Microsoft Customer Service and Support (CSS) is transforming the way we support our customers, and we want you to be a part of it! CSS is a dynamic, global organization that delivers great customer experiences across all Microsoft products, every day. In CSS, our vision and promise is to Drive Customer Success with a Modern Support experience across the customer lifecycle. We aspire to deliver seamless experiences with quality, speed and value. The Engineer and Advocate Support Tools Team enables our transformation with telemetry, tools, readiness and business

• Leverage and influence the CSS Digital Transformation strategy and deliver high quality transformation plans and solutions on behalf of CSS stakeholders • Assess and manage our Support-related technology imperatives, goals and challenges • Analyze and document the end to end user (support advocate and engineer) technology experiences to optimize their day to day operations • Use data-driven approaches to identify issues that erode user experience and satisfaction, and partner to form business solutions using agile methodologies • Serve as a constant champion of the user experience with our development
• 8+ years of business experience; self-motivated, confident working at an executive level and comfortable working in a matrixed organization • Demonstrated experience in digital tool design with an emphasis on CRM, Sales, and Decision-Management technologies • Demonstrated ability to document and communicate strategies that enable digital transformation. • In-depth understanding of customer/user VOC and requirements gathering methods in sales, service and / or support group. • Ability to define strategy and execute operational tactics to create tops-down and bottoms-up connections • Ability to
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