Predictive Analytics PM

Job Category: Customer Service & Support
Location: Issaquah, WA, US
Job ID: 830921-107118
Division: Services & Support

Are you interested in being part of the team that delivers support for some of Microsoft's coolest products? Are you self-motivated with a desire to improve the customer experience? The Devices and Entertainment Services Customer Support team is seeking a senior-level data science/analytics and engineering switch-hitter to help drive forecast excellence for a global vendor base, supporting Xbox, Surface, and Windows Phone customers worldwide.

About our immediate team: We're a highly visible team of five individuals (including you), responsible for delivering global operational and financial forecasts for contact center resource planning across the Interactive Entertainment Business and Windows product ecosystem. This includes everything from mining to expose past customer-driven trends, to research leading to behavior predictions for new product launches, to learning emerging technologies required for solution automation, and understanding the business and financial impacts of everything in-between. This is a rare opportunity to develop and put to use multiple skills in a fast-paced and constantly-changing environment.

Key duties:
Collaborate with team members across DES and the wider IEB ecosystem to improve long range forecasts, increasing business insight and driving improvements to optimize contact center staffing and scheduling
Design and implement changes in the forecasting systems and processes to incorporate rapidly-changing business strategies
Perform statistical analysis to measure key support metrics, such as abandonment rate or first contact resolution, and make recommendations to the business on impacts to forecasting
Manage and improve data systems and algorithms that drive run rate forecasts
Act as a technical lead to the predictive analytics group
Research, design, develop, and iterate on models to explain past behavior and to predict future behavior across the Interactive Entertainment Business ecosystem
Discover trends in customer behavior through mining of transaction-level datasets
Create and maintain systems capable of extracting log-level detail from remote systems, transforming data to a common taxonomy, and autonomously feeding common insights
Lead with data, informing executive-level decision-making with a minimum viable approach

Required skills:
Undergraduate degree in Statistics, Applied Mathematics, Computer Science, or relevant work history.
Data manipulation and analytics proficiency, using R, SPSS, or similar
Strong forecasting experience
Experience taking predictive models from a back-of-the-napkin mockup to full autonomy
Ability to deal in intense ambiguity - we hypothesize, build, measure, and iterate rapidly
Advanced Excel skills (Pivots, dimensional modeling, linking to external data sources)
Proficiency in at least one of the following languages, preferably both: SQL, C#
Superb written and verbal communication skills, targeting both technical and non-technical audiences
Extensive problem solving skills, self-confidence, and strong leadership qualities

Preferred skills:
Prior customer service and support experience
Experience with Financial modeling and P&L, especially in a Microsoft context
Experience working in a global team or in 24x7 service operations
Working knowledge of the MS BI stack, including Integration Services, Analysis Services, Reporting Services, and agent job management
Knowledge of cloud services, such as Windows Azure or Amazon Web Services
Understanding of Big Data platforms, such as Hadoop or COSMOS

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