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.
We are looking for an intellectually curious, customer-obsessed Support Engineering Manager, who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed.
As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft customers.
You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience.
You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.
Core responsibilities :
Attract, recruit and retain the right talent with the focus to create an industry-leading service delivery team, build diverse and inclusive teams, enable an environment in which people can do their best work, and identify / develop future successors and team members.
Manage and lead a team of Support Engineers and Support Escalation Engineers, with focus on team performance. Demonstrate subject matter expertise in management / leadership / innovation within Microsoft Cloud Strategy.
Regularly meet one-on-one with your direct reports, and conduct employee connects and career development discussions along the year.
Provide feedback on an ongoing basis and coach engineers on improving communication skills, technical ability and speed of customer and internal deliverables.
Ensure your direct reports develop their professional skills through active participation in delivery events, training, mentoring and communities.
Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality and value.
Build effective relationship with global Customer Service and Support leaders, Microsoft engineering and business leaders for effective projects for right business impact.
Manage high priority escalations as appropriate. Respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned;
engage directly with customers, escalation teams, field personnel, and ensure robust status communication.
Coordinate and communicate with field teams (Sales, CSAM's, and Field customer engineers) to ensure the right consumer expectation setting.
5+ years prior management or related product / customer support leadership experience
Preferred Knowledge and Skills :
Strong ability to attract, develop and retain top talent.
Change agent : natural at embracing change and lead people through ambiguity and transformation.
Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
Capability to supervise work, set the behavioral example and adjust strategies and tactics as necessary.
Adept at coordinating team meetings to communicate team information, conduct training and to receive team feedback.
Proficiency in coordinating and conducting 1 : 1 meeting with individual team members to provide instruction, coaching and personal development as well as to receive personal feedback.
Great writing skills and ability to write and deliver individual reviews.
Qualified to maintain individual and team discipline, cohesiveness and morale
Exceptional leadership, collaboration and negotiation skills working in a complex, matrix organizational structure.
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.