Director, CCE Strategy Program Mgr, Customer Experience & Success

Last updated one month ago
Location:United States
Job Type:Full Time

Are you passionate about transforming Microsoft’s customer experience? Do you enjoy creating and executing net new strategies by re-thinking what is possible? Do you thrive in ambiguity? Are you looking for a high impact and high visibility role? If so, this may be your next great career opportunity!

With over 13,000 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 expanded 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, and because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

About the role – Director, Connected Customer Experience (CCE) Strategy PM

As a Director of CCE Strategy Program Management within the Business Strategy & Programs organization, you will support the CVP and Leadership Team in creating, framing, and governing new CX business strategies and leading strategic business programs focused on transforming the experience for our customers across Microsoft. This is a high impact and high visibility role that will drive strategy development, design, and business execution of CX strategic programs along with enabling ongoing high frequency executive engagement. Collaborating across multiple teams including Support, Sales, Marketing, Engineering, Operations, Services, Finance, and Legal is an essential part of the job.

This exciting opportunity provides visibility, influence and leadership across CE&S and the entire Microsoft ecosystem. The Director of CCE Strategy Program Management role is essential to the vision of the organization as being recognized as the world leader in customer experience, success, and support. This role calls for a balance of leadership, influence skills and individual contributions. You must be able to work well under pressure, have low ego with high confidence and interpersonal awareness, willing and able to partner effectively with diverse stakeholders, deliver impact under tight deadlines and must be flexible with strong ability to be effective amid ambiguity and uncertainty.

Responsibilities

Your direct accountabilities will include:

Strategic insights

  • Understand customer experience trends and emerging differentiators across the industry ecosystem.
  • Identify, share, and leverage strategic insights to inform business plans and strategic program development.
  • Identify and develop opportunities to drive customer satisfaction.

Business leadership and management of cross company strategic CX programs

  • Translate strategic insights into ROI driven business opportunities, design business proposals, develop and frame strategic programs, create detailed implementation plans and lead implementation directly and through other leaders/organizations.
  • Lead and land critical strategic initiatives for the business, including analyzing and framing options with rationale, aligning sponsors/stakeholders, and aiding implementation.
  • Develop business capabilities to enact strategy; turn business problems into thoughtful business requirements and oversee execution/development.
  • Partner to drive cross-discipline initiatives, including key issues analysis and recommendations.
  • Create concise and impactful written presentations and targeted communications as required to drive new strategies.
  • Develop and use key cross-functional business outcome measures, tools, and process in partnership with other teams to understand results and drive customer and business success.
  • Contribute to and foster an exceptional and inclusive work environment.
  • Develop, operationalize, and manage the framework for strategic CX program prioritization, initiation, resourcing, execution, adoption, and transition to run business.

Qualifications

Key Capabilities & Behaviors

  • 15+ years of experience in program management in management consulting, strategy, business planning or marketing, ideally in the technology or customer experience sector.
  • Aptitude and passion for both strategy formulation and program execution
  • Project management skills, ability to develop and execute processes that facilitate collaboration, leadership team effectiveness and impact.
  • Strong analytical and problem-solving skills and attention to detail
  • Strong leadership, executive presence, organizational agility, ability to impact and influence senior level leaders across the company; ability to rapidly gain/build trust and confidence of internal and external stakeholders.
  • Clear, concise, and convincing communications – both written and oral
  • Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions.
  • Strategic, yet pragmatic and operationally savvy, with a commitment to a job well done.
  • Relevant Bachelors’ degree or experience commensurate with job expectations for this leadership position

Location/Travel: You may be based anywhere in the United States. Travel may be required, contingent upon Covid-19 restrictions, and expected to be up to 25%.

Join us and be one who empowers billions! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

#bizops

#bsp

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.

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