Supportability Director at Microsoft

Supportability Director Details

Feb. 4, 2019, 7:54 p.m.
People Manager
Redmond, WA
Microsoft Services team Support Management Manager
Product Support Management Manager (Director), EG Support Business Units (SBUS), Customer Service and Support (CSS), Worldwide Services With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. 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. Do you bleed "Customer Obsession"? Are you passionate about driving a great customer experience into our products? Do you thrive on empowering others to truly achieve their full potential? Do you genuinely lead with sincerity and humility, and drive relentlessly for results and continuous improvement? If you answered yes to these questions than we want to hear from you! This role requires a bright, highly motivated self-starter,

Proactively drive support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements on basis of customer feedback gathered from support channels. Lead your team to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g. bug fixes) as well as proactive/predictive (e.g. auto-healing) product development work to drive reduction in support volumes Construct an evidence based business case for significant engineering changes required Direct proactive and predictive measures (auto-healing, deflection,
10+ years of business leadership experience; self-motivated, confident working at a senior level. Strong global communication skills, and skills in building organizational partnerships - across a complex stakeholder network in CSS, Engineering and Marketing teams. Ability to navigate and influence in a matrixed organization. Technical fluency/acumen Demonstrated experience/ability in leading both direct and virtual teams with a broad array of skills to ensure best-in-class customer outcomes. Create clarity for teams, translating complex ideas and issues into clear and consumable strategy for technical
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