Director

Job Category: Customer Service & Support
Location: Issaquah, WA, US
Job ID: 822025-108223
Division: Services & Support

Microsoft Consumer Software and Services Support (CS3) helps customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services, earning customer confidence, trust, and loyalty by improving the overall customer and partner experience. Microsoft Services also works as a customer advocate to drive customer-centric product improvement.

The successful candidate for this role will manage the Answer Desk Services business as it folds into the overall Customer Software and Services Support business. The Answer Desk Services Business reaches hundreds of thousands to millions of consumers, helping them to install, understand and get the most from Microsoft solutions, and in doing so increasing customer life time loyalty.

In this role you will be accountable for the Answer Desk Business' Financial and CPE results that align with Business Group strategy and funding models, and integrate with or depend on the following teams:
Microsoft Retail Store Services team
CSS Marketing
Finance
Windows and Office LOB Teams
Customer Support Experience Teams
Regional CSS delivery teams
ECO - CSS Technology Team

To accomplish this, you will focus in several core areas:

P&L Management and Business Leadership:

Manage the holistic P&L for the business across all Answer Desk Service Offerings (Windows, Office, Microsoft Retail Store) all service types and all monetization sources (transactions, subscriptions and advertising).
Focus on balance and profitability across of our core installed base and our broadening services audience, while driving experimentation against new business models.
Drive thought leadership around how and where we make business trade-offs to benefit future growth across our current business and drive partner/ecosystem satisfaction.
Deliver prioritized guidance into marketing, programming and advertising to support your customer and revenue maximization strategy.
Demonstrate an executive presence and maturity that allows you to establish and build productive working relationships with senior executives across our Product and Business Groups; in addition to senior executives across the broader Microsoft Support organizations.
Establish and manage business processes for the organization, including rhythm of the business (ROB) activities and reviews, and budget/forecast planning (working closely with the finance and revenue generation teams).

Business Strategy & Planning:

Drive the overall business strategy and planning across key markets and subsidiaries, in concert with our internal business partners.
Develop and utilize Business Intelligence in order to further guide and inform long range planning.
Drive processes for expanding the Answer Desk Services business from both a revenue and gross margin perspective.
Define and execute the assisted End to End experience for customers who purchase Answer Desk offerings and work across Marketing, Sales, ECO (technology) and Service Delivery to make this happen
Partner with others in CSS to contribute to the broader End to End support experience for Consumers

What you bring to the role:

Proven thought leadership and results in managing a business or experience with customer support in a software or retail environment.
Experience owning and managing a P&L for a consumer-centric business.
Strong analytical and financial capabilities, in addition to experience using segmentation, audience targeting and other tools to grow a consumer-centric product/service.
A track record of exceptional partnering across a wide-array of internal business groups, stakeholders and execution partners.
The ability to think strategically and solve unstructured business problems.
An ability to effectively develop key processes and procedures that facilitate efficient planning, reporting and control processes.
Experience representing business results and strategy in front of senior executives.
An entrepreneurial spirit that is passionate about building businesses within a fast paced environment, while changing the way customers perceive our brand and our products.
A character that exemplifies Microsoft values including integrity, honesty, openness, personal excellence, constructive self-criticism, continual self-improvement, and mutual respect.

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