SDM Manager
Microsoft
San Jose, San José, Costa Rica
hace 5 días

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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 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 also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

The SDM Manager is a people manager role, accountable for a team of individual contributors focused on Delivery Partner success.

Through the SDM Manager, you will oversee operational aspects of Delivery Partner (DP) support delivery technologies across multiple DP sites.

This also includes overseeing continuous improvement plans to support operational needs, cost efficiency and improved customer experience with implementation of innovative initiatives & projects.

The SDM Manager will also oversee the Partner Technical Advisor role which provides technical mentorship, readiness and escalation management to Delivery Partners to ensure technical issues involving Microsoft products and services are resolved for customers and partners in the most efficient and effective way.

You will represent Microsoft to our customers & Delivery Partners and will work directly with our most relevant internal groups to drive change that enhances the customer experience.

You will act as the voice of the customer to internal audiences such as the Microsoft’s Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.

We are looking for someone who is a lifetime learner and has a demonstrated track record in building teams through effective and strong leadership, who has empowered people to help customers succeed.

The qualifications required include both excellent organizational and managerial skills as well as demonstrated leadership and customer service skills.

Among those are oral and written communications skills, organization and time management skills, motivational and leadership skills as well as a general sense of the business.

You must also be able to operate effectively with all peers, executives, and subordinates under a collaborative One Microsoft approach.

This person will lead our group of Partner Technical Advisors that deliver deep technical support to our Outsourced Delivery Partners Globally, empowering vendors to do what’s right for our customers, drive deep collaboration with internal Escalation teams & supportability teams.

Core Responsibilities

  • Manage a remote team of PTA’s supporting the EMEA time zones to drive consistency in the support we provide our outsourced delivery partners
  • Oversee the operational aspects of outsourced Service Delivery for an entire LOB / significant portion of a LOB with emphasis on Regional operational effectiveness and impact on Customer Experience and cost of delivery
  • Actively partner with the RSVP SSM relationships across DPs for this LOB - help resolve conflict where necessary
  • Work with RSVP SSM leadership to contribute to future supplier Strategy from a LOB / Operational perspective
  • Point of escalation to DP for SDM and / or PTA activity
  • Overall budget accountability for DP relationship (including adherence to invoice sign-off per process in SOW and identifying cost savings)
  • Ensure a regular cadence of meetings to review and drive the business is established (WBR, QBR etc.)
  • Core KPIs and Accountabilities

  • Customer and Partner Experience (CSAT) for Support Incident and Critical Situation (CritSit) cases
  • Employee Satisfaction (WHI), Professional and Technical Readiness and Performance
  • Balanced scorecard performance - CSAT, Initial Response, MTTR, Throughput, Community engagement
  • Customer Experience Framework, global improvement initiatives, Cost per incident
  • Role model Diversity & Inclusion, Coach, Model-Coach-Care Behaviors
  • Qualifications

    Language Qualification

    English Language : fluent in reading, writing and speaking.

    Qualifications

  • 3+ years of related experience in a Global Technical Support Center or customer service industry, regional operations, product support, technical support, IT Admin support, consulting, systems, or product development
  • 3+ years in a customer facing service role
  • Resume / CV includes relevant examples of operational or delivery excellence with positive impact on Customer experience
  • Preferred

  • 3+ Years People Management experience in managing local and remote employees
  • Bachelor’s degree, advanced degrees
  • MS Cloud based Technical certifications
  • Lived and worked in multiple geographies
  • Lean six-sigma / quality management experience
  • PMI certification and / or Prosci change management experience
  • Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings : Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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