Director, America's CE&S Global Capacity Planning and Resource Management

Last updated 11 days ago
Location:United States
Job Type:Full Time

Are you passionate about the intersection of serving customers, talent management, staffing and data analysis? Do you wake up every morning motivated by growing and developing a global, diverse team? If so, we’ve got an opportunity for you!

The Customer Experience & Success business (CE&S) is actively seeking a results-oriented, highly collaborative business leader to lead the Global Capacity Planning & Management (GCPM) team for the America's. This team is chartered to staff the right resources at the right time, with the right skills. To achieve that mission, you will partner closely with field leaders, Finance, Global Talent Acquisition (GTA) and the Demand Planning and Supplier Management teams to ensure the CE&S business has a robust Workforce plan to deliver customer outcomes and achieve financial and customer satisfaction goals.

Responsibilities

  • Developing and growing a distributed team, enabling a culture of driving customer/business success through achieving great results
  • Ensuring the business has insights it needs to make the right people and skilling investments to best meet customer demand
  • Iteratively working with the Central Planning team to ensure workforce plans are landed, and field feedback is fed into the process
  • Providing visibility to requests and timely assignment of resources on customer engagements per requirements provided by Area Account teams
  • Working with the centralized hiring team in collaboration with the field to ensure that the hiring processes are within budget and in alignment with demand plans
  • Contribute to and ensure consistent execution of core operations and processes to successfully enable Customer Success in operating effectively, ensuring utilization remains at or above plan
  • Lead and drive change in the way we drive operations for Areas including tools, process, reporting and capacity management to achieve improved business/customer outcomes.

Qualifications

  • 7+ years leading high-performing cross-functional operations teams, ideally in the management consulting or professional services industry
  • MBA or advanced degree with business management experience; Knowledge of the Microsoft field organization a plus
  • Ability to synthesize data and insights to make key business decisions
  • Proven complex stakeholder management and influence strategies
  • Strong cross-group collaboration skills to access creative solutions in a highly complex, fast-moving business
  • Experience collaborating with multiple teams in remote locations on a global scale to drive initiatives on time, within budget
  • Strong financial acumen as well as a good understanding of P&L management
  • Past experience in Finance, Operations, or HR/GTA would be considered an asset


Location/Travel: This position can be based anywhere within the aligned Time Zone Global travel can be expected to be approximately 10-15%, as the needs of the business demand.

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com.

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.

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