Microsoft Corporation Support CX Program Manager, Customer Experience & Success in Chicago, Illinois
How would you like to leverage your strong program management expertise and customer obsession to drive initiatives which will transform our customers’ experience with Microsoft Support?
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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, 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.
The Support CX Programs Management Team is responsible for leading strategic support initiatives and ensuring measurable impact is achieved in our customer support experiences. Key functions of the team include strategic program management of the Support CX Council, the Area Operating Model and other strategic support initiatives.
This Support CX Program Management opportunity will support the team on strategic initiative execution and ensuring visibility on progress and impact. Close partnership with leaders across the organizations outside of your immediate team will be necessary, as you will compile and synthesize data and information that will influence decisions at a senior level. Successful candidates should have proven experience in program management, solid understanding of both business and engineering priorities, analytical, financial, organizational, and communication skills. A passion for operational excellence, learning and mental agility will be valuable.
Assume day-to-day responsibility for planning and driving programs towards successful completion. Ensure coordination with corporate priorities as well as group level priorities. Set the team’s prioritization on activities, key events, and deadlines, then facilitate alignment of the extended leadership team resources to meet those objectives.
Establish, maintain, and enforce the rhythm of the business (RoB). Continually drive alignment to and execution of the core business priorities.
Facilitate decision making as new issues arise in areas such as but not limited to support capability / process design & optimization, tooling, and reporting.
Identify, share, and leverage strategic insights to inform business plans and shape strategic program development.
Drive internal communications for team meetings and other internal communications at major milestones. Plan and manage team / program meetings including All Hands, staff meetings and manager meetings.Shape and influence the organization culture and work environment, ensure the mission and strategy are clear and properly cascaded within the organization.
Own process and rhythms for performance KPIs by managing and deriving insights and action plans to drive a culture of accountability and continuous improvement.
5+ years of progressive experience in a fast paced, support operations or program management focused role
Ability to get things done at Microsoft through influence by leveraging your extensive interpersonal and cross-group collaboration skills.
Experience applying program management skills, managing multiple tasks/projects simultaneously, and working across organizational boundaries to build alignment and drive closure on issues and results.
Enjoy working under pressure and deadlines, with a strong ability to manage ambiguity and uncertainty, while driving clarity. Ability to adapt and change with the needs of the organization and business.
Strong organizational skills, excellent execution, and follow through skills.
Manages confidentiality without exception; demonstrates outstanding judgment.
Power-user of Teams and PowerPoint and familiarity with Power BI
High personal accountability for self and other, modeling Microsoft values
Bachelor’s degree in engineering, business, finance, or related field, or equivalent strongly recommended.
Strong knowledge and experience working with services / support, engineering, corporate headquarters, field teams, and customers is an excellent advantage.
Experience working in Support (customer experience design or support delivery) with Microsoft or the tech industry is an advantage.
Location/Travel: You may be based anywhere in the United States, with a preference for the Redmond, WA area. You can expect limited travel, less than 10%.
Join us and be one who empowers billions! That’s incredible reach. When you combine that with your own inspiration , plus the freedom and support t o make your ideas happen, you can make a huge impact o n how people work and live all over the world.
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 (https://careers.microsoft.com/us/en/accommodationrequest) .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.