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Area Business Partner

Microsoft

Microsoft

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Toronto, ON, Canada
Posted on Monday, February 12, 2024
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.

Customer Service & Support (CSS) aims to bring together all the Connected Customer Support Experience (CCSE) functions and programs to simplify and improve the field and customer experience. The newly formed CCSE organization now consists of Six field facing functions: CMET (Critical Situation Management & Escalation Team), GetHelp, RSM/IM, Service Center, CSD (Connected Support Delivery) and Exec Customer Mgmt.

The CSS Leadership team each sponsors an Area and engage with Field Leaders to listen and act on support challenges impacting customer experience with the end-to-end support business, across sales, proactive, reactive and relationship delivery.

The formal field engagement model aims to address reactive support challenges, underpinned by a robust governance process to improve customer experience across each area.

The Area Business Partner (ABP) role in CCSE acts as a point of contact for CSS across the Areas, working closely with the CSS Leadership team (LT) sponsors and other key stakeholders.

This role is flexible in that you can work up to 100% 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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

Area Engagement -

  • Be the primary point of contact for the Area CSU to improve the overall customer experience with CSS reactive support.
  • Partner closely with the CSS LT sponsor, CSS stakeholders, CSAM Leadership (Customer Success Account Manager) and CSU (customer success unit) Leadership, to facilitate Area feedback and ensure appropriate plans are in place for the Area.
  • Ensure Area CSS goals align with field stakeholders and drive impact by implementing agreed actions/initiatives.
  • Own and facilitate the Area Connect Reactive Support (ACRS) calls. Managing relevant Area asks of CSS raised in CE&S formal connection meetings and owning the Unified Action Tracker (UAT) work item.

Area Get to Green (GtG) Plans -

  • Own and orchestrate the Area GtG plan, partnering with CSS Stakeholders to ensure correct actions are identified and implemented.
  • Take accountability to implement the items on plan, as required.
  • Be accountable for knowing the systemic issues within the Area and plan appropriate repair items in line with CSS ongoing or planned initiatives.

Area Awareness of CSS Priorities -

  • Represent CSS delivery and programs, raising awareness on CSS priorities, program\ project \ initiative impact on an area\ cx segment and offerings.
  • Ability to look across field themes and align with relevant CSS programs.
  • Share relevant key performance metrics and progress to date on.

Area Feedback and Escalations -

  • Act as the voice of the customer internally, leveraging internal teams to capture feedback, remove blockers, surface insights, and align resources, while partnering with the account teams who engage the customers directly.
  • Create awareness and help drive usage of Escalation channels.
  • Play a supporting role in critical escalations, including facilitation and participation in Customer confidence calls.
  • Ensure Area Escalations of a systemic or programmatic nature are verified and have supporting data. Identify the correct owner or flag as a new issue.

CCSE Engagement

  • Help optimize CCSE services including Incident Management. Own stakeholder engagement & partnership for these services to drive value for our customers, aligned with Area priorities for the CSU.

Qualifications

Required/Minimum 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.
Additional/Preferred Qualifications

  • Experience in business process and delivery excellence, with a solid understanding of Microsoft Cloud, and desire to work on identifying root cause based on Area feedback. Using a data driven approach to stakeholder engagements and a passion for driving continuous improvement.
  • Experience in building and maintaining executive-level stakeholder relationships and leading conversations to be aligned to customer priorities and outcomes.
  • Ability to interpret and dissect customer expectations and field business priorities, to identify and articulate the associated business value of the connected customer support experience.
  • Experience in orchestrating and leading virtual teams to develop and progress opportunities for improvements and influencing without authority.
  • Program Management and facilitation skills, operational & delivery experience, teamwork, verbal and written communication skills, attention to detail, ability to meet tight deadlines, and strength in navigating multiple priorities.
  • Microsoft Cloud certifications and French Language skills are an asset

Business Program Management IC5 - The typical base pay range for this role across Canada is CAD $118,800 - CAD $214,800 per year.

Find Additional Pay Information Here

https://careers.microsoft.com/v2/global/en/canada-pay-information.html

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.

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