Director of Supportability, Data & Analytics

Microsoft Corporation - Director of Supportability, Data & Analytics - Fargo, North Dakota

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience.

Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

We are currently looking for a Director of Supportability, Data & Analytics to lead a team of experienced Senior Supportability Program Managers and dedicated Embedded Escalation Engineers (EEEs) with deep technical knowledge on a global scale.

This role involves building meaningful relationships with product groups, Enterprise Customer Success teams, and Support Engineering Teams.

Responsibilities

Supportability

• Proactively lead support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements based on customer feedback gathered from support channels.
• Lead your team to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g.

bug fixes) as well as proactive / predictive (e.g., auto-healing) product development work to achieve reduction in support volumes.

• Utilize AI capabilities for creating automation and streamline manual activities to seek better efficiency.
• Construct an evidence-based business case for significant engineering changes required.
• Direct proactive and predictive measures (auto-healing, deflection, self-service automation), as well as reactive measures (bug fixes).

Qualifications

Required Qualifications

• 12+ years related work experience (e.g., reliability, supportability, serviceability, 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 10+ years related work experience.
• 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.
• 3+ years of people management experience.

Other Requirements

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role.

Preferred Qualifications

• 3+ years of experience driving Engineer Readiness, Product Quality and Supportability investments across Cloud & On-prem services.
• 3+ years technical consulting, data analysis.
• 3+ years experience in program management or technical program management.
• 7+ years experience in data analysis and visualization (e.g., Power BI).
• 3+ years experience in training content development and / or training delivery.
• Extensive experience with cross-group collaboration, with the ability to build trust and influence with internal and external stakeholders.
• Experience leading both direct and virtual teams.

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.

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