Microsoft’s 1st party devices including Surface, Surface Hub and HoloLens are an essential part of our transformation to a Mobile First, Cloud First company. In the Microsoft Devices Repair Experience and Warranty (CREW) organization, our job is to ensure customers of these devices have the best experience no matter where they are and what they want to achieve. We are focused on ensuring these customers love our devices and choose to become repeat buyers and advocates. Within this group, the Consumer CREW team is focused on building a profitable CREW business which becomes an inherent part of the device value proposition and competitive advantage for Microsoft across all 1st party devices.

Responsibilities

As the CREW Consumer Market Support Lead you will be responsible for establishing listening mechanisms across multiple stakeholders (Product Marketing, Field Sales, Retail Partners and Customer Support) to identify and drive strategic programs that meet the expectations of the market, reduce market and field escalations, reduce costs and unblock sales.

Responsibilities

As the CREW Consumer Market Support Lead, you will be accountable for driving Customer and Partner experience by…

• Defining the requirements to build and deploy post sale service programs that meet market expectations and exceed customer experience benchmarks.

• Providing market insights and intelligence by acting as the voice of customers, partners and Microsoft field teams and driving processes, policies, and capability improvements.

• Monitoring and measuring customer experience and operational performance end-to-end, providing visibility to known issues and proactively driving corrective measures with various functional teams.

This position requires extensive cross-group coordination/collaboration, strong communication, program and project management skills.

Overall, this is a role where you’ll need to bring your passion, desire to learn, and be prepared to move fast.

Qualifications

• 4+ years of demonstrated experience in a project or program management role within a Sales and Marketing, Customer Support team, or similar
• Demonstrated experience using customer journey mapping to identify areas of improvement
• Ability to use strategic thinking and analytics to solve unstructured business problems
• Proven experience writing detailed business cases to drive programs forward
• Strong analytical written, presentation, and verbal communications at the executive level.
• Ability to adapt and change with the needs of the organization and business.
• Must be self-motivated and able to work effectively in a highly collaborative, team environment
• Demonstrate character that exemplifies Microsoft values including integrity, honesty, openness, personal excellence, constructive self-criticism, continual self-improvement, and mutual respect

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.

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