BPM Manager - Americas
San Jose, San José, Costa Rica
hace 48 mins

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.


The Customer & Field Engagement (C&FE) team is looking for customer-obsessed, analytical, and high-energy leader to join our team.

The C&FE team provides Support expertise to customers, partners, and internal teams that sell Microsoft products and services.

The Escalation Services team specifically assumes project management of complex, multi-workload escalations and drives them to resolution.

This role will focus on the commercial customer and partner 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 Escalation Services 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
  • Qualifications

    Required Qualifications :

    5+ years of experience as a manager

    5+ years experience in direct customer interaction Customer obsession

    Demonstrated ability to build / lead a team as a strong attractor of talent

    Excellent interpersonal, written and verbal communication skills.

    Problem-solving skills

    Strong cross-group collaborator, building / extending relationships


    English Language : fluent in reading, writing and speaking.

    Preferred Qualifications :

    Breadth knowledge of Microsoft products / services / programs and policies.

    Ability to effectively influence without authority

    Bachelor’s Degree Business or Computer Science

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