GM of Technical Support Management

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

 

In the Asia Technical Services Organisation (TSO) we are looking for people with a passion for delivering customer success. About the role: Are you a firefighter that loves to solve complex customer support issues and a problem solver who is passionate about building customer trust and confidence? Do you excel in fast-paced, dynamic environments where you work with strategic customers to solve significant support challenges as they transition to the Microsoft cloud? Do you thrive on engaging with executives and exceeding customer expectations in moments that matter most?
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 GM 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.

In this role you will create a customer-aligned support model ensuring key customers' specific supports needs are understood and met across the area of responsibility. Helps to drive the development of the organization's overall strategy and ensures strategy landing within own organization. Actively drives diversity and inclusion (D&I) and fosters global culture and mindset within the organization. Ensures that learning asks are reasonable and relevant as well as aligned with strategic goals of the business before setting clear readiness and learning objectives for the organization. Ensures that employee communities are built, strengthened, and supported for globally inclusive connections. Establishes the operational strategy for their own organization, demonstrates agility while selecting subordinate organizations to implement, and secures and allocates resources that improve customer and employee experience and financial return on investment. Helps secure funding for the headcount plan of record. Uses data-driven analysis and actionable insights to make decisions that drive operational/business outcomes. Drives and influences others to facilitate the creation of the tools, proactive/diagnostic, and automation assets required to deliver world-class service to global customers. In addition, this role has people-management responsibilities, including driving employee growth and development, executing projects, and managing performance.

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 Support and Business Strategy
Creates a Customer Aligned Support model ensuring key customers' specific supports needs are understood and met across the area of responsibility. Continuously adjusts strategy based on changes in Microsoft and customer needs, customizes support models and practices based on new products, features, etc., and translates changes in strategy for the Support Business Unit managers to ensure changes are cascaded throughout the organization. Enables high-quality customer support experiences by driving and enabling the implementation of predictable and scalable support models for all customer segments and products within their organization. Demonstrates thought leadership and expertise within their domain and industry. Demonstrates understanding of customer preferences, competitor information, and marketplace dynamics while ensuring that strategies are set up for the future.
Helps to drive the development of the organization's overall strategy and ensures strategy landing within own organization. Develops solutions and provides thought/technical leadership on the future directions of business and operations.
responsibility description

Operations Management
Uses knowledge of division budget goals and constraints to set clear boundaries and criteria to both establish initial organizational budget as well as quarterly re-forecast. Where applicable, is accountable for return on investment (ROI) commitments for net investments. Makes required tradeoffs regarding budget priorities and continuously manages the budget to make adjustments or reassessments as needed based on shifting demands.
Establishes the operational strategy for their own organization (including people strategy), demonstrates agility while selecting subordinate organizations to implement (including internal and delivery partner resources), and secures and allocates resources that improve customer and employee experience and financial return on investment (ROI). Creates clarity by setting aligned operational, people, and business goals across the organization.
Uses data-driven analysis and actionable insights to make decisions that drive operational/business outcomes.

Helps secure funding for the headcount plan of record. Ensures capacity and demand remain aligned beyond the initial plan and secures incremental funding when needed. Ensures hiring activities to meet the headcount plan of record. Looks broadly across Customer Service and Support (CSS) infrastructure to pilot/add a new capacity/technology. Drives continuous improvement of forecasting and capacity models. Continuously looks at ways to shift from human assisted support to digital customer experiences.
Drives and influences others to facilitate the creation of the tools, proactive/diagnostic, and automation assets required to deliver world-class service to global customers. Maintains up-to-date knowledge of tooling and automation business landscape.
responsibility description

People Leadership
Ensures that learning asks are reasonable and relevant as well as aligned with strategic goals of the business before setting clear readiness and learning objectives for the organization. Ensures employees have available time to consume readiness activities (e.g., trainings, learning experiences, etc.). Directs and guides manager direct reports to assure the organization meets timing and completion expectations.

Attracts, develops, motivates, and guides a team of managers toward successful business outcomes. Partners with Global Talent Acquisition stakeholders as well as leveraging professional networks to strategically attract top-tier, diverse Technical and non-Technical staff. Strategically identifies and utilizes diverse, high-growth, and talent-rich regions and creates overarching hiring strategy for the organization.
Actively drives Diversity and Inclusion and fosters global culture and mindset within the organization. Creates and promotes an inclusive environment that results in high performance and engagement.

Ensures that employee communities are built, strengthened and supported for globally inclusive connections. Demonstrates cultural awareness and provides equal opportunities across the global workforce to participate in impactful situations.
responsibility description 

People Management
Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model: Live our culture. Embody our values. Practice our leadership principles. Coach: Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn. Care: Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others.

Qualifications

Required Qualifications:
Bachelor's Degree in Communication, Customer Experience, Computer Science, Engineering, Business Management, Finance or related field AND 10+ years operational excellence, delivery management, account management, sales, technical leadership, business strategy or vendor management experience 
     o OR 12+ years operational excellence, delivery management, account management, sales, technical leadership, business strategy or vendor management experience.
3+ years of people management experience

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.