Microsoft Corporation Hiring for Business Program Manager at Downers Grove, Illinois Full Time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

The Service Center Listening Lead is responsible for implementing and connecting end-to-end listening channels across our service delivery operations to crystalise and provide a comprehensive view of our customer sentiment. Insights derived will be used to help us achieve the Service Center principal priority to deliver the very best service quality and performance. The Service Center Listening Lead will manage and improve our existing Listening Engine to deliver a world class platform that will enable Service Center and its Global Suppliers to identify, manage and solve delivery issues and mitigate risk quickly and effectively. This is a critical and pivotal role for Service Center with a recent major service launch.

Key responsibilities include: –

• Establishing a comprehensive listening engine that incorporates multiple direct and indirect listening channels.

• Gathering service delivery intelligence through depth and innovative insight analysis.

• Engaging in regular listening governance rhythms with internal and supplier contacts.

• Initiating and driving Services Health Improvements by scoping and managing project v-teams required to meet customer expectations at Global levels, resulting in measurable impact.

• Hold Suppliers accountable for global standards and consistency around NPS and NSAT survey response and management, which includes liaising directly with dissatisfied customers.

Responsibilities

Listening and Understanding

• Establish and maintain a solid approach to obtaining, analysing and distributing listening insights. The ability to connect seemingly arbitrary information points is a key asset to support this.

• Provide actionable regional and local insights to the Service Center Leadership team, TZ/Area stakeholders and suppliers.

• Partner with key stakeholders, including Suppliers to share insights using standard communication mechanisms. Monitor actions and ensure satisfactory action closure. You will have dedicated operational support in this role for activities such as this.

• Deliver measurable impact by increasing and sustaining customer satisfaction.

• Provide reporting and communication updates to Service Center and external Stakeholders

Drive Customer Satisfaction Improvements on Top Opportunity Areas

• Develop and execute quality plans designed to address prioritised Listening Themes and Opportunities at Timezone/Area-Subsidiary/OU levels.

• Ensure Service Center stakeholder awareness of service delivery insights, suggested escalation/elevation paths and manage complex escalations requiring LT and external stakeholder involvement where appropriate.

• Strengthen delivery execution of engagement fundamentals that deliver on Service Center promises and enhance its brand.

• Demonstrate measurable impact from Net Promoter Score (NPS) and NSAT KPI improvement as a result of Listening initiatives that have been launched and landed successfully.

Foster a “Customer First” culture; establish and reinforce accountability across all roles in Service Center.

• Be the chief Listening advocate across various forums and reviews, and acting as a change agent to drive cultural and business change as appropriate.

• Undertake deep understanding of the customer experiences including trends in relation to historical analysis and forward looking outlook.

• Advocate customer centricity with an always-on customer obsessed culture, and embed this into a pivotal focus point for all roles in Service Center.

Qualifications

Preferred Skills & Requirements

5+ years of Previous Experience with

• Ownership of customer loyalty, culture and change management. Must be able to demonstrate measurable impact that you have initiated and landed.

• Orchestration of strategic and complex business planning (orchestrating across multiple segments and audiences) and execution (i.e., Customer Journey Mapping)

• Senior leadership engagement and influence

• Strong Stakeholder and customer engagement and storytelling skills

• Managing or leveraging a broad set of Stakeholder, customer, market and competitive listening systems and intelligence to identify key trends and insights in order to prioritise, support decision making and execution.

Knowledge, Skills and Abilities

• Strong problem-solving skills with the ability to influence and motivate others

• Excellent written and verbal communication skills in English, including ability to interface with executive stakeholders.

• Develops and maintains good working relationships with others. Recognises different values and styles, and respects others’ unique characteristics or strengths.

• Customer-centric and curious; consciously seeks to understand desired customer outcomes and advocates on their behalf.

• Action-oriented, strong understanding of and ability to articulate customer’s sense of urgency.

• Acts confidently in uncertain circumstances and seeks to bring develop clarity.

• Takes well thought-out action to achieve a specific impact.

• Applies sound, balanced judgement during high impact and urgent situations.

Required/Minimum Qualifications

• Strong Analytical/Excel skills required. Power BI a plus

• CX Certification, Six-Sigma Certification preferred

• Bachelor’s degree in Computer Science, Information Technology, or related field

• 5+ years of experience in a technical support, service delivery, or consulting role

Additional or Preferred Qualifications

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.