If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Business Operations - and the value we deliver across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, recognizes and rewards great work.
The Compliance Devices Analytics and Services (CDAS) Operations Team are looking for an experienced Capability & Transformational Lead with responsibility for increasing Microsoft’s operational efficiency in delivery of our support capability in line with the successful execution of both our current and future support strategies. This role will be a senior member of the team responsible for driving the organization in creating a culture of support throughout the Microsoft Incentives Operations teams.
This role provides a great opportunity to work across the broader Microsoft organizations at a global scale. The focus of the Capability & Transformation lead role is to drive the evolution of support as a competitive differentiator for the MIO organization and its customers and partners. In this role, you will work directly with our key stakeholder leaders to drive an enhanced partner experience and driving a change strategy resulting in increased satisfaction (CSAT/CPT results). You are passionate about partners and customers, and you thrive in high-pressure customer/partner facing roles. You are a meticulous Support process designer, understand tier structures and escalation procedures and have demonstrated experience of driving a support culture within an organization.
You will own relationships with various Support teams, Business, Operations and Engineering groups to understand escalation trends and drive improvements to our Support model. While you are not on the front lines, this role requires you to have the ability to see opportunities when others see failures. You are a great communicator, able to customize your message to many layers in a large Corporation and you are comfortable delivering difficult messages when required. You are a strategic thinker (big picture) with ability to connect the dots and you have an ability to go deep into issues where required driving world class insights leveraging business intelligence reporting that rapidly evolves impacting both partner experience and operational strategies, while retaining focus on organizational performance, goals and targets.
You will lead definition of future/optimized capability model requirements and measurable high-quality design with stakeholders across many functional areas and alongside your peer group of process professionals. You will be accountable for the effectiveness of your capability and have deep understanding of the performance of your area, including the performance of your capability within the competitive landscape.
The ideal candidate must demonstrate customer/partner obsession and commitment to customer/partner success in all interactions. Deeply understand our customers/partners and deliver customer/partner desired outcomes.
Responsibilities
• Drive the transition of support from a transactional function to a service
• Lead monthly business reviews with senior executives to explain performance, challenges, initiatives and help wanted
• Working with engineering partners taking ownership for requirements gathering and launch of the new modern support experience for partners.
• You will own relationships with various Support teams, Business, Operations and Engineering groups to understand escalation trends and drive improvements to our Support model.
• Develop a capability vision, future state platforms, and implementable and aligned roadmaps
• Ownership for analysis of the overall support performance. Analyze and creates capability requirements based on continuous feedback loop with key stakeholders
• Review data and identify drivers for customer satisfaction, ticket volumes and time to resolve. Drive Stakeholder Requirements Engagement and Validation
• Ongoing engagement with BPO team to review performance and initiatives to deliver ongoing improvements
• Ability to execute across groups, showing executive maturity in partner or internal Microsoft meetings
• Ability to provide consistent, effective & efficient verbal and written communication
• Drive current state Business Process Analysis and Modeling, including identification of Issues & Opportunities
• Leverages existing industry reference benchmarks and utilizes specialty frameworks knowledge
• Act as subject matter expert providing best-practice guidance on support processes and implementation approaches
Qualifications
Basic Qualifications:
• Bachelor’s degree required (preferably in Business, Math, or Computer Science)
• 10+ years of relevant business experience within Support environment, Operations, Engineering, Sales Incentives Operations or other relevant roles
• 10+ years of demonstrated, Support Management, Global Program Management or Project Management experience preferably in a Support environment
Preferred Qualifications:
- Strong project/program management experience
- Strong written/oral communication skills required along with desire and ability to communicate with business leaders through all levels of the organization.
- Experience leading major change initiatives in complex organizational structures.
- Comfortable with ambiguity and looks to drive clarity out of complexity
- Strong understanding of enterprise integrated planning
- Strong business intelligence and analytical skillset
- Data analytics and Data Management
- Demonstrated ability to motivate self and others
- Conflict/Negotiation management
- High energy individual with a “can do” attitude
- Experience in Support Ticketing Software and Metrics Management
- Strong end to end thinking with process orientation; ability to develop enterprise-wide solutions
- Six Sigma Qualification preferred
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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