Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft 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 customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS 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, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Modern Life, Gaming and Customer Service (MLGCS) organization is looking for a customer obsessed, analytical, and high energy leader to join our team managing the Asia business as part of the Executive Customer Relations team. This team provides Support expertise to customers, partners, and internal teams that sell Microsoft products and services. The Executive Customer Relations team specifically assumes project management of complex, multi-workload escalations and drives them to resolution. This role will focus on ELP (Executive-Legal-Press) and can span across Consumer & Commercial escalations. This team collaborates closely with the Engineering Business Groups, Technical Support teams in CSS, CELA and Account Teams to prevent recurring escalations by identifying and working to resolve systemic issues. The team’s ultimate goals are providing a world class reactive Customer support experience driving swift resolution while identifying proactive opportunities to reduce escalations driving improvements to improved Customer/Service health. Key activities include:

• Attract/Lead/Manage/Inspire/Develop a team of Escalations Relationship Managers local and remote.
• Support/Lead engagement on Microsoft’s most technically complex, mission critical or politically hot customer issues, driving ownership of issues through resolution.
• Advocate for Microsoft at customer CXX levels providing world class customer service.
• Provide coaching/mentoring assistance up to and including Executive level to internal stakeholders.
• Execute management of priorities providing business continuity and risk mitigation.
• Drive insights and improvements across stakeholders and executives to impact change to positively impact customer health

Responsibilities

• Deliver World class Customer support experience
• Coach/Mentor/support others to drive swift issue mitigation for our customers for active support escalations
• Lead engagement with business stakeholders for most complex, mission critical, or politically hot customer cases, driving ownership of issues through resolution, effectively communicating with CXX level stakeholders (internal and external)
• Identify and drive opportunities via Post Mortems to remediate risk
• Collaborate effectively to solve internal/external customer issues improving processes to provide enhanced Customer experience. Customer obsession Operational Management / Leadership
• Attract/retain/Inspire/develop talent both local and remote
• Drive employee morale, engagement and motivation through effective leadership
• Support direct reports in achieving their individual performance goals and career aspirations, relationships and collaboration
• Build and sustain positive and effective partnerships with internal stakeholders
• Leverage Business Intelligence to support need for change and aide decisions making
• Identify/develop innovative support process solutions to simplify and drive efficiency
• Improve the overall effectiveness of the global organization, participating in global business initiatives
• Focus on continuous learning

Qualifications

•  Overall around 10+ years experience & 5+ years of related experience as a  manager

• Bachelor’s Degree (B.S./B.A.) Business or Computer Science (Preferred)
• Demonstrated ability to build/lead a team as a strong attractor of talent
• Customer obsession with 5+ years experience in direct customer interaction
• Excellent interpersonal, written and verbal communication skills (Cxx level)
• Breadth knowledge of Microsoft products/services/programs and policies
• Problem solving skills
• Ability to effectively influence without authority
• Strong cross-group collaborator, building/extending relationships
• Action oriented

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.