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's 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 Technical Solution Manager who thinks strategically, works pragmatically, and enjoys delivering solutions enabling others to succeed. You will be the primary lead for operations, acting as a trusted partner to many MCAPS businesses and their internal operations teams who support and enable multi-billion-dollar revenue. In this role, you will be accountable for the MCAPSHelp platform operational lifecycle, enabling internal help and support across MCAPS tenants, driving adoption, accelerating and leveraging AI led help & support digital solutions.
You will spearhead operational best practices, to ensure robust and timely application of technical products and configurations enabling and empowering tenants to leverage the full power of the MCAPSHelp platform, innovation, AI and insights. You will influence the appropriate level of standardization and re-use of IP, for optimized technical expenditure, and maximize AI led support experiences. As a leader you will foster a culture of innovation, being and showcasing Customer Zero application of Microsoft Products. Where appropriate you will partner with outsourced suppliers and global service integrators for true scale and best in class experiences.

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
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• Lead and align cross-functional teams and stakeholders to address complex business and technology challenges , and to deliver impactful technical solutions.
• Act as an expert to prioritize complex issues and opportunities , and guide teams towards transformative solutions that align with business goals, while defining success metrics and driving stakeholder collaboration for timely solution delivery.
• Develop user experience for complex, high-impact solutions, serving as a trusted advisor to align these solutions with business objectives. Additionally, it involves translating complex business requirements into technical specifications for engineering teams and partnering with them to design and define the roadmap and features of impactful internal Microsoft products and tools.
• Partner with Product Delivery Managers & engineering teams to deliver complex, impactful solutions , drive standardization and deliver with minimal variance from project estimates and amplify outcomes by delivering solutions that can be extended to all platform tenants for maximum scale impact.
• Utilize feedback for solution improvement and evaluates technical solution performance against business objectives.
• Demonstrate and leverage deep expertise in the support technology landscape and business operations to align technical and business solutions for optimal value and staying informed on emerging technologies to support POCs and evaluate technology fits for tenant needs.
• Advocate for resource-efficient decisions at the decision-making table, identifying challenges and opportunities with a comprehensive understanding of the business, technology , and solution delivery to meet strategic business objectives.
• Develop and execute change plans, facilitating adoption through cross-team engagement and communication, and evaluating the impact of these changes on business users.
• Oversee end-to-end project schedules , ensuring stakeholder accountability, and strategically managing work, dependencies, and resources to achieve cohesive user scenarios and organizational goals.
• Create a thriving organizational culture through our Model, Coach, Care leadership principles.

Qualifications
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Required/Minimum Qualifications • Bachelor's degree in computer science, Management Information Systems, Engineering, or related field AND 6+ years' experience in Engineering, Operations, Project Management, or Programming
+ OR equivalent experience.
• 8+ years' experience delivering functional and technical requirements and delivering engineering solutions and products.

Additional or Preferred Qualifications • Bachelor's degree in computer science, Management Information Systems, Engineering, or related field AND 12+ years' experience in Engineering, Operations, Project Management, or Programming
+ OR master's degree in computer science, Management Information Systems, Engineering, or related field AND 8+ years' experience in Operations, Engineering, Project Management, or Programming
+ OR equivalent experience.
+ 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.



#EOjobs
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.