Director of Support Tools & Technologies at Microsoft

Director of Support Tools & Technologies Details

March 20, 2019, 9:48 p.m.
Business Programs & Operations
People Manager
Issaquah, WA
Microsoft Customer Service
Microsoft's mission is to empower every person and every organization on the planet to achieve more . Microsoft Customer Service and Support (CSS) plays a key role to build and land this vision as one of the largest customer service and support networks in the industry, CSS helps more than one billion customers around the world each year. Our 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 CSS is transforming the way we support our customers, and we want you to be a part of it! CSS is a dynamic large global organization that delivers great customer experiences across all Microsoft products every day. We enable our transformation with telemetry, tools, readiness and business intelligence to drive successful outcomes for our customers. The CSS Digital and Data SBU is looking for an experienced, highly motivated leader, who will lead a global team responsible for enabling world

Delivery enablement Liaise with support delivery teams to understand and advocate tooling needs to partner engineering teams. Maintain and ensure availability, adoption of delivery and case mgmt. tools to enable customer support measurement and drive consistency across SBUs Coordinate tools activities for new product launches Operational enablement Manage quality control and ensure reliability of tools and technology Ensure tools availability, drive adoption, and collect feedback Regularly review portfolio of tools and technologies to identify opportunities to improve quality, efficiency, and rationalize
10+ years of program management / business leadership experience; self-motivated, confident working at a senior executive level and comfortable working in a matrixed organization 7+ years of experience leading, developing, mentoring, managing, and training people Relevant Bachelor's degree or experience commensurate with job expectations Ability to build relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels Ability to translate complex ideas and issues into clear and consumable strategy for tools, systems, and technology Strong communication skills
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