Supportability Manager at Microsoft

Supportability Manager Details

April 10, 2019, 7:34 p.m.
Services
People Manager
Full-Time
Redmond, WA
Customer Obsession"? Are
Do you bleed "Customer Obsession"? Are you passionate about driving a great customer experience with our Microsoft products and Services? 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 smart, highly motivated self-starter, and genuine leader. In this role you will manage a small team consisting of Supportability Program Managers, Support Planners and Technical Advisor's focused on eliminating customer issues and driving a best in class support experience. You and the team will help drive improvements to the product, service and ecosystem by providing the customer perspective backed up by data, in a well-articulated manner that clearly identifies product, service issues, and the impact of these issues on customer loyalty and satisfaction. You will champion and

Supportability: 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,
5+ years of business leadership experience; self-motivated, confident working at a senior level. 3+ years experience in the Commerce, Financial or an On-line business. 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. Creates clarity for teams, translating
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