Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

We are looking for Program Management, that is a self-starter, and passionate about improving the customer support experience. Do you have a proven track record of influence and impact across a global organization? Are you a “systems thinker” do you understand customers issues in the broad environment of sales, proactive and reactive support management? Do you must have a demonstrated ability to work effectively to drive resolution to complex problems across the CSS SBUs, Engineering Groups and CE&S shared services. A successful candidate has a strong ability to meet deadlines and influence change in a fast-paced, dynamic environment. An acumen for executive communications to share progress and outcomes is required.

Responsibilities

Initiatives will include operations, programs, insights, tooling, communications strategy, and change management. This role will partner with and influence other organizations to drive enhancements to advance the customer support experience. The ultimate goals are to design and build a connected Customer experiences at scale while preventing and predicting systemic nature issues. The role will build programs and make recommendations for improving the CSS customer experience, working closely with global stakeholders to ensure customers have the best experience possible and identify experience risks that may drive up escalations and dissatisfactions.

Qualifications

Required Qualifications:

• 3+ years of experience in a global customer service and support and/or Customer Experience Organizations

• 5+ years of program management experience

• “Systems Thinker” who can understand complex issues and drive root cause resolution across multiple organizations

• Action oriented, proven track record for proactively driving resolution to large scale, complex customer support issues

• Proven experience working across organizational boundaries and driving resolution across many teams with no direct reporting authority

• Proven record of influencing stakeholders to achieve impact through collaboration, presence and strong communication skills

• Critical thinking (long term, preventative risk mitigation) and orchestration of complex support planning

• Solid business acumen with the ability to translate abstract thoughts into strategy

• Possesses solid communication skills, with experience landing strategy & ideas to senior leaders

• Strong cross group collaboration, program management, time management and negotiation skills

• Ability to handle, track and communicate a multitude of details at many organizational levels for multiple customers and relay status promptly

• Proven ability to design and balance strategic priorities against tactical needs

• Candidate should be self-driven with a strong sense of initiative and accountability, a can-do, positive attitude, and composure managing through ambiguity

• Comfortable with conflict, able to deal with multiple constituencies and the ability to manage multiple simultaneous objectives/projects

• A real passion for servicing customers and improving the connected customer experience

Preferred Qualifications:

• Experience in building customer programs and incubating business projects to improve the customer experience in a rapid, iterative approach

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.