Global Leader of Windows Commercial Support Engineering, Customer Support Services (CSS) at Microsoft

Global Leader of Windows Commercial Support Engineering, Customer Support Services (CSS) Details

June 26, 2019, 9:52 p.m.
Services
People Manager
Full-Time
Redmond, WA
Services (CSS) team Windows Commercial Support
Global Leader of Windows Commercial Support Engineering, Customer Support Services (CSS) Microsoft's vision is to empower every person and every organization on the planet to achieve more. Microsoft Customer Support Services (CSS) plays a key role to build and land this vision as one of the largest service and support networks in the industry, CSS helps more than one billion customers around the world each year. With over 6,000 employees worldwide and a further 15,000+ outsourced advocates, the Microsoft Customer Support Services (CSS) team helps and supports customers in 191 countries in 46 languages, providing best-in-class support to our diverse customer base from x-box gamers to small and large enterprises to developers and partners. We are on the front line every day, 24 x 7, helping empower every person and every organization on the planet to achieve more. We are looking for a senior strategic global business leader with technical fluency/acumen and strong support delivery, support

Delivery Planning and Oversight: • Responsible for end-to-end product-aligned support delivery ensuring alignment with CSS-wide support experience and to service experience standards • Ensure market leading customer experience (CSAT) and productivity through driving support experience strategy execution, initiatives from the Delivery Excellence team, and effective knowledge development, capture, and use. • Manage effectively high priority customer escalations - safeguarding customer experience- and ensure redirection to CritSit in Support Experience and Strategy (SE and S) team where appropriate
• A minimum of 7+ years experience leading, developing, mentoring, and training people • A minimum of 10+ years experience in product support, technical support, IT Admin support, consulting, systems development, product development, customer support, software engineering • 10+ years of business leadership experience; self-motivated, confident working at a senior executive level. • Strong global communication skills, and skills in building organizational partnerships - across a complex stakeholder network in CSS and EG teams. Ability to navigate and influence in a matrixed organization. • Technical
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