Modern Work Commercial Technical Support Leader

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

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. We provide industry-leading products and services, and a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. As a Director of Technical Support Management, you will lead an organization with deep product knowledge that resolves customer technical issues. You will own the customer relationship from a support standpoint and enable your teams to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and improve your customer relationship management and leadership skills. You will develop deep technology industry knowledge and become adept at leading a large organization of diverse teams.

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**:

- People Management: Managers empower teams through modeling, coaching, and caring; Model: Live organizational culture and values; Coach: Define team objectives and enable success; Care: Attract, retain, and invest in team members.
- Customer Support and Business Strategy: Creates a customer-aligned support model and adjusts strategy based on sales and customer needs.
- Demonstrates thought leadership and industry expertise and sets up strategies for the future.
- People Leadership: Attracts, develops, and guides diverse teams and drives diversity and inclusion.
- Sets clear readiness objectives and inspires inclusive employee communities.
- Operations Management: Aligns strategy with organizational goals and secures resources for customer and employee experience.
- Uses data-driven insights for decision-making and oversees budget and ROI commitments.

**Qualifications**:
Required Qualifications:

- 12+ years of operational excellence, delivery management, account management, sales, technical leadership, business strategy or vendor management experience
- OR Bachelor’s Degree in Communication, Customer Experience, Computer Science, Engineering, Business Management, Finance or related field AND 10+ years of operational excellence, delivery management, account management, sales, technical leadership, business strategy or vendor management experience
- 3+ years of people management experience
- OR equivalent experience
- Strong customer service, communication, and interpersonal skills
- Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
- Flexibility and ability to adapt to ambiguous and changing situations
- Ability to manage high pressure situations

Language Qualification

English Language: fluent in reading, writing and speaking.

Proficiency in additional languages is considered a plus