Job Description

Are you interested in playing a lead role in the AI-led support, digital transformation of Microsoft Customer and Partner Solutions (MCAPS) organization\xe2\x80\x99s internal help & support experiences? Are you passionate about solving critical business needs with technology and operational solutions, providing one-place-to-go (MCAPSHelp) for all internal help & support needs, shaping future of deeply integrated AI-infused experiences across workspaces? Are you a customer-obsessed and user-obsessed leader, who can help transform legacy experiences and create stellar user value? Are you fascinated with building agile, streamlined and simplified solutions to enable businesses to quickly react or scale? Come join the Commercial Systems & Technology Team and be part of the journey to build world-class digital solutions, platforms, and AI-led experiences to drive multiplier effect on sales and customer success outcomes for one of largest corporations in the world!Commercial Systems & Technology (CST) team within the Engineering, Data, Operations & Tools (EDOT) organization is on a mission to empower every persona in MCAPS with digital capabilities to bring the best of Microsoft to their Customers. We are driving radical AI-led transformation of one of the most complex ecosystems of tools, platforms & experiences. At the same time, we are massively simplifying hundreds of tools built over the years to support various multi-billion MCAPS businesses and building new converged capabilities with agility to support the growing & evolving needs of those businesses. A core part of our mission is to leverage Microsoft products as a Customer Zero to drive this transformation and help our products become world-class!We are looking for a Supportability Manager who thinks strategically, works pragmatically, and enjoys delivering solutions enabling others to succeed. You will be the primary supportability lead acting as a trusted partner to many MCAPS businesses and engineering teams who support and enable multi-billion-dollar revenue. In this role, you will be accountable for leveraging the vast amounts of qualitative and quantitative data generated from the MCAPSHelp AI led help and support platform and tenants. You will distill this down into actionable and quantifiable insights and feed into and/or create rhythms where this may be leverage for decissions and investments. You will influence change and adoption velocity and future design of experiences. On other words you will be the value amplifier of the aggregated and holistic help and support ecosystem to steer decissions for enhanced experiences and simplification.Microsoft\xe2\x80\x99s 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:

• Identify and integrate new data sources to prioritize product issues and risks, leveraging external resources to synthesize actionable insights.
• Lead reviews and collaborate with teams to mitigate risks and enhance user or product experiences.
• Create a thriving organizational culture by managing a team through our Model, Coach, Care leadership principles.
• Partner in the development of advanced automated solutions and process improvements, while also monitoring feature usage data to identify and advocate for new opportunities in product features, tools, or capabilities throughout the product life-cycle.
• Partner with engineering and delivery teams to convey the customer story through data-driven communication and serving as a trusted advisor to the product group for complex products.
• Anticipate and mitigate issues across the product lifecycle, measuring impact on experiences, and leading the development of self-help platforms.
• Analyse experiences to identify continuous improvement and growth strategies for current and future products, while also generating enthusiasm for new offerings and finding efficiencies between related Microsoft products and technologies.
• Develop and communicate mitigation strategies to stakeholders, collaborate with engineering to guide customer issue resolution, and support executive customer escalations.
• Utilize backend and product data, collaborate with teams to merge data, innovate in data analysis, and create or enhance dashboards in partnership with MCAPSHelp tenants and Engineering to meet data needs.
• Serve as data steward across MCAPSHelp to ensure they take a consistent approach, strategically forward thinking, and accurate.
• Lead MCAPSHelp product quality and support readiness for feature releases, develop training content, and influence migration strategies.
• Lead user testing for new features and collaborate on complex integrations to support customer integrations and solutions.
• Integrate into engineering fundamentals / rhythms.
• Create a thriving organizational culture through our Model, Coach, Care leadership principles.

Qualifications:Required/Minimum Qualifications

• 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)

• OR Bachelor\'s Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
• OR Master\'s Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).

Additional or Preferred Qualifications

• 14+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis

• OR Bachelor\'s Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 12+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
• OR Master\'s Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).
• 5+ years technical support-related experience.
• 5+ years experience in program management or technical program management.
• 5+ years experience in data analysis and visualization (e.g., Power BI).
• 3+ years experience in training content development and/or training delivery.
• 3+ years experience working in domain area (e.g., Finance, Technology, Inventory Management, Manufacturing).*Management experience, demonstrating the Model, Coach, Care principles.
• Deep business acumen in operations, Business Communications, Cross-team Communication, Executive Relationships Conflict Resolution and Simplification
• Collaborate effectively with senior leaders across organizations to manage stakeholders, drive alignment, and deliver impact.
• Experience across internal boundaries and good understanding in the technology landscape.
• Drive engineering execution and delivery across all the disciplines to deliver scenarios and features with very high quality and agility.
• Ability to communicate ideas effectively with leadership teams, as well as technical partners..
• Experience in analyzing data, deriving actionable insights to drive impactful decission making and solutions.
• Orientation to learn new areas and ability to adopt quickly to dynamic business conditions.

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. 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 .#EOjobs

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