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Microsoft Corporation Customer Engineer Professional Services Director in San Francisco, California

Are you customer obsessed? Are you a result oriented, highly structured and collaborative leader? Do you want to lead the team that oversees a comprehensive portfolio of professional services used by over 4000 Customer Engineers worldwide?

With over 12,000 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. This newly established organization reflects Microsoft’s 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.

Microsoft has a tremendous opportunity to exceed customers’ expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to 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 that is rooted in our commitment to customer success.

We are looking for a well-rounded leader with a proven ability to navigate complex stakeholders across the company, and an ability to speak to business and technical leaders regardless of the cloud technology. If you are energized by ambiguity, able to work with empathy when under pressure, and at the same time, operate with high confidence and interpersonal awareness, then this may be your next role.

Responsibilities

  • Planning and Strategy: Develop, implement, and manage scalable and efficient processes, tools, and rhythm of business to be used across all solution areas. You develop the framework and help partner teams identify and prioritize investments and develop the right services for our field teams to deliver and drive the intended outcomes with customers. Your team develops the measurements that allow them to validate that the outcomes are achieved. You will provide transparency to stakeholders by reporting on the impact of the services we develop and ensure our teams meet and exceed the quality bar.

  • Governance and Portfolio Management: Build and lead a portfolio management team with speed and agility from planning to execution, which includes designing supporting processes and tooling requirements. Ensure all priorities and initiatives are committed across Microsoft and track progress and outcomes on inflight and net new investments.

  • Landing Change: Lead the team to design and manage a comprehensive change program to enable effective landing and ongoing adoption of new programs for field teams to drive impact with customers.

  • People: Contribute to and foster an exceptional and inclusive work environment. Build, lead, coach, and develop direct reports and a global v-team team to meet business objectives and ensure we continue to focus on the customer experience and outcomes.

Qualifications

  • 10+ years of experience in portfolio management, transformation office, or experience in management consulting, business program management, ideally in a field facing technology role.

  • 5+ years of experience managing direct and indirect teams, hiring, developing, retaining high performing talent

  • Forward thinking and strategic, yet pragmatic and with a knack for seeing things from multiple perspectives.

  • Enterprise customer experience

  • Strong leadership, executive presence, and organizational awareness.

  • Ability to gain confidence and sponsorship of internal and external stakeholders.

  • Passion for technology, customer experience, and the people side of change.

  • Equally comfortable with business stakeholders and development teams and able to translate between business requirements and technical strategy.

  • Ability to create clear, concise narratives to relay strategic intent and vision.

  • Proactive, forward thinking, able to quickly get past the problem statements, and to the recommendations and actions.

  • Relevant Bachelors’ degree or experience

Location/Travel: You may be based anywhere in North America. You can expect limited global travel, less than 10%.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. at https://careers.microsoft.com/us/en/accommodationrequest

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Keywords: BizOps, Customer Engineering, Customer Experience, Enterprise, Business Management, People Management, Technical Strategy, Portfolio Management, Business Program Management.

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