Senior Gethelp Business Program Management Manager
2 semanas atrás
The GetHelp team is looking for customer obsessed, analytical, and people first leader to join our team. The GetHelp Services team specifically assumes project management of complex, multi-workload escalations and drives them to resolution. 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 GetHelp 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
**Responsibilities**:
**Responsibilities**:
- Deliver World class Customer support experience
- Coach/Mentor/support others to drive swift issue mitigation for our customers for active support escalations
- Lead engagement with business stakeholders for most complex, mission critical, or politically hot customer cases, driving ownership of issues through resolution, effectively communicating with CXX level stakeholders (internal and external)
- Collaborate effectively to solve internal/external customer issues improving processes to provide enhanced Customer experience. Customer obsession Operational Management / Leadership
- Attract/retain/Inspire/develop talent both local and remote
- Drive employee morale, engagement, and motivation through effective leadership
- Support direct reports in achieving their individual performance goals and career aspirations, relationships, and collaboration
- Build and sustain positive and effective partnerships with internal stakeholders
- Identify/develop innovative support process solutions to simplify and drive efficiency
- Improve the overall effectiveness of the global organization, participating in global business initiatives
**Qualifications**:
Required Qualifications:
- Strong experience as a manager of people
- Strong experience in direct customer interaction. Customer obsession.
- Demonstrated ability to lead teams located across EMEA
- Demonstrated ability to build/lead a team as a strong attractor of talent
- Excellent interpersonal, written and verbal communication skills (Cxx level)
- Problem solving skills
- Strong cross-group collaborator, building/extending relationships
- Action oriented
- English Language: fluent in reading, writing and speaking
Preferred Qualifications:
- Bachelor’s Degree (B.S./B.A.) Business or Computer Science (preferred)
- Breadth knowledge of Microsoft products/services/programs and policies
- Ability to effectively influence without authority
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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