Support Escalation Management

With over 18,000 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. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.

Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. As such you will work with some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business.

We create an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**:
Customer Resolution
- Acts as an internal expert to resolve longer running, sensitive, or escalated issues

or acts as a primary contact for escalated issues on behalf of less experienced IC

levels. Identifies and builds relationships with various internal and external teams

and senior leaders to resolve customer issues. Leads strategic projects. Informally

provides coaching, mentorship, or support to less experienced Support Escalation

Managers to resolve customer issues.
- Leads inter-regions, cross-regions, cross-group, or account team unit (ATU)

initiatives by creating plans and managing relationships with other business units

to improve the customer support experience for a group of customers or a

the customer experience.
- Reviews status updates to customers and provides informal guidance to others

on communicating with internal stakeholders through various channels of

communication for highly sensitive or difficult issues.
- Leads strategic projects designed to improve resolution times, customer

satisfaction, and support experience.
- Proactively coordinates resources and establishes relationships to drive

opportunities within the team and across stakeholder groups in postmortem

discussions to remediate future issues.

Collaboration
- Leverages relationships across teams to remove roadblocks. Establishes and

oversees the development of written protocols to ensure customer issues are

resolved. Identifies reoccurring roadblocks across the team and escalates as

needed.
- Owns escalated issues and manages account-aligned customer incidents to

identify and remove barriers. Ensures existing processes are not a blocker to

customer issue resolution and influences the direction of process improvement

efforts with a global perspective. Acts as an expert and provides informal

guidance to Support Escalation team members on how to handle moderate to

highly complex cases.

Communication
- Manages customer and field expectations around issue response and represents

the company independently. Ensures customer and MSFT internal stakeholders

stay informed on the response and resolution status of customer issues.

Communicates and influences internally to drive faster issue resolution.
- Identifies and builds strategic relationships with internal teams, partners, and

communications with senior leadership to resolve issues that are complex in

scope.

Process Improvement
- Surfaces feedback from the team and drives collaboration across functions to

identify systematic issues and leads process breakdowns to ensure

resolution/progress. Creates strategy for process improvements and leads project

or workgroup to improve internal processes.
- Reviews postmortem executive summaries and identifies patterns across

customer issues. Creates strategies to resolve reoccurring or highly