Responsibilities

• Manages a team that acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Leverages established relationships with various internal teams to resolve customer issues.
• Proactively contributes to Federal initiatives by proactively providing feedback to improve the customer support experience for a customer or group of customers. Contributes to best practices to support the customer experience.
• Ensures team provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.
• Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience.
• Drives team to provides problem management on open cases to spot trending and highlight focus areas to customers.
• Helps team identify ways to proactively guide the customer to improve operational health and awareness of platform alerting based on performance metrics.
• Gathers input from team, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases.

• Ensures team is engaging with engineering teams and/or operations teams to identify the right resource. And guides team to follow and contribute to the written protocol to ensure the right groups are engaged to resolve customer issues.
• Assists team to own escalated issues and manage account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues with director and GM when they appear.

• Helps team manage customer and ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution.
• Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope.
• Own management level communications, and responses to escalated issues.
• Ensure team members are responsible for the setup and maintenance of customer facing reactive chat channels, enabling swift communication during escalations and\or Service Impacting events.

• Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes.
• Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers. Proactively escalates highly sensitive issues to senior support escalation managers.

• • Embody our culture and values

Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement
• • OR equivalent experience.
• 4+ years management (e.g., people, project, process, vendor, change) experience.

• 2+ years customer facing experience.

Cloud Screening: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.
Preferred Qualifications
2+ years experience with incident management.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.