Global Supportability Director

Job Category: Customer Service & Support
Location: Redmond, WA, US
Job ID: 830234-106757
Division: Services & Support

Do you want to work with a team that's chartered with developing the future state Business online services support model and driving innovation, improved customer experiences and enabling the profitability for Business Online Services Support at Microsoft? Do you thrive in an entrepreneurial environment and enjoy building new businesses and capabilities? Do you enjoy high visibility, senior executive engagement and working across a broad set of regional/service stakeholders to enable positive impact? If you want to help grow a new business, develop and implement new in-service, online support strategy in partnership with the Product Group and are passionate about improving the customer service and support experience through new and improved product capabilities, self-service tools and automation - then this is the opportunity for you. This is an exciting opportunity to join Microsoft's Global Business Support organization and take on a critical new leadership role responsible for building out and driving our growing Diagnostics and Supportability function focused on Office 365. Online Services is a rapidly growing business and we're looking for a highly motivated, driven individual who is able to drive cross-organizational impact through people, process and technology to improve the customer/partner experience.
Our team is dynamic, agile and consistently changing, ideal for someone who enjoys a fast-paced, ambiguous, collaborative environment. The Diagnostics and Supportability Director role is global in nature, and global, cross functional leadership is required. Role is responsible for evolving our diagnostics and supportability strategy in partnership with PG counterparts, workload leads, supportability program managers and other key stakeholders, ensuring serviceability is built into the O365 service and customer admin portal as well as enabled for our support engineers. This role is accountable for defining and evangelizing our supportability strategy, ensure diagnostic capability enablement and adoption across our customer and support ecosystem and to drastically reduce support COGS for O365 via service and online capability enablement.
Management of this function includes both direct and virtual people management responsibilities. Role requires direct interaction and partnership with all facets of MSFT - in particular the business groups (sales and marketing), product groups and core engineering teams, and operations. We need a dedicated customer advocate that can drive strategy, represent the support business to CSS, PG & BG leadership teams and influence a world class support experience across support engineers and senior level support leaders.

This position also requires significant cross-group coordination, excellent written and verbal communication skills, and the ability to drive collaborative discussions and decisions with all key stakeholders. The ideal candidate will have strong People management skills, ability to effectively influence diverse, senior level stakeholders, program and project management skills, be experienced in developing and implementing solutions that support business strategy, have the ability to focus at a detailed level on multiple strategic projects simultaneously, and be comfortable interacting with senior executives and IC's alike.

Responsibilities:
1. Further develop and grow our O365 diagnostics and supportability strategy to drive long term in-service experience improvements.
2. Ensure aggressive execution and adoption of our diagnostics and supportability strategy through others - supportability program managers, support engineers, PG and senior level leaders
3. Ensure product quality and serviceability in built into the service experience and enabled via all future service releases to avoid significant customer satisfaction impact and cost increases.
4. Understand new releases and partner with release management to ensure the entire support organization is ready to support at launch.
5. Lead PG executive engagement focused on support COGS reduction, ongoing service and customer/partner experience improvement
6. Be the face of the support business in product group relationships. Ensure that the needs of the product team are addressed.
7. Influence product teams to make key decisions that benefit the customer while balancing the critical needs of the business. Develop improved communication, presentation and measurement mechanisms to improve messaging and communication of key priorities and recommendations to the BG/PG.
8. Drive product integration with support tools to provide better support experiences for our customers.
9. Lead the gathering and analyzing of top support call drivers; working collaboratively with technical leads and management to drive changes in products, taxonomy, services and process; driving voice of the customer program through survey implementation and management.
10. Analyze, identify and drive top issues to resolution.

Qualifications:
A successful candidate will have strong business analysis, strategic thinking, problem solving, collaboration, presentation, influencing and communications skills. Additionally, they must be able to work effectively in an unstructured environment where success is predicated on influencing others without having direct authority over them.
A minimum of three years of driving strategic vision and leading large projects that broadly impact organizations and proven successful people management experience.
A minimum of five years of product support experience or the equivalent in work experience.
A solid technical background and basic understanding of online or web services platforms.
Strong customer service focus, excellent communication skills, and the ability to work in a fast paced team environment.
Excellent analytical, problem resolution and decision making skills.
Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.
Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines.
Strong executive presence; ability to flex style based on the stakeholder
Experience and confidence in working with senior executives (GM, VP, CVP) to achieve common goals.
Conviction and courage to drive decisions and defend positions as appropriate.
Demonstrated emotional intelligence and teamwork behavior
Initiative. Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
Ability to distill, prioritize and act on feedback from a variety of sources and provide clear direction to a large virtual team.
Understanding of support ecosystem and key metrics that drive supportability and using this data to drive improvements. A strong ability to analyze data.

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