With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
We are looking for strategic, global business leader with strong supplier delivery, customer engagement, and delivery partner management experience to work with outsourced delivery partners to manage outsourced day-to-day frontline delivery, their processes and supporting tools in a quick and deeply transforming group.
The ideal candidate must have a strong customer-focused mindset, supplier delivery management experience and have a passion for driving support delivery to high, defined standards. They must be able to drive issue resolution with outsourced delivery partners and manage high priority escalations, as appropriate. This person will act as delivery oversight for delivery partners and will drive strategies for improved issue handling consistency and efficiency.
This role is flexible in that you can work up to 100% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Delivery Oversight for Outsourced Delivery Partners:
• Provide tools, processes and reporting aligned support delivery oversight in managed outsourced day-to-day frontline delivery
• Maintain overall responsibility for delivery in accordance with defined standards (eg. COPC)
• Undertake consistency efforts to land constant transformation (change management) with our delivery partners, supporting their performance in partnership with other Regional SDMs, tools (CSS & GPS) and business intelligence program managers.
• Strongly collaborate for issue resolution, reduce customer effort, cost efficacy and policy adherence
• Coordinate efforts to experiment new processes / policies deployments & adherence.
• Address tool issues, policy clarifications, and other similar requests
• Drive consistency and best practice sharing across sites around Operational reporting adoption (including taxonomy) & resolution of related issues.
• Introduce playbook to new Delivery Partners and validate that all components are implemented (i.e. reporting, invoicing templates, quality programs meet SOW)
• Ensure Delivery Partner adheres to SOW requirements (i.e. KPIs, new hire onboarding, billing guidelines, outlier management, contact flows, CARE program…)
• Engage internal stakeholders regarding release management plans and work with PTAs to ensure operational readiness of frontline advocate
• Support Audits (Account / Privacy audits – including Credit support)
• Support Forecasting / delivery partners invoicing structure
• Escalate high risk and systemic issues appropriately to collaborate for resolution.
Qualifications
• English fluency
• 5+ years of business experience; self-motivated
• Strong global communication skills, and skills in building partnerships with customers and partners.
• Ability to navigate and influence in a matrixed organization
• Strong experience, knowledge and understanding of support delivery
• Demonstrated experience/ability manage frontline delivery resources and oversee technical resolution with a broad array of skills to ensure best-in-class customer, delivery partner outcomes
• Demonstrated experience/ability in resolving customer and delivery partner issues, SOW management and building long-term account relationships
• Ability to create effective and inclusive relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with delivery partners in a highly diverse team
• Relevant Bachelor’s degree or experience commensurate with job expectations is required
Chinese (Mandarin) business proficiency
Relevant Bachelor’s degree or experience commensurate with job expectations is required
Account relationship with delivery partners, managing day-to-day delivery and escalations
Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
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.
