Microsoft Corporation Support Planner in Las Colinas, Texas
Microsoft Customer Support and Services’ mission is to empower our customers and partners as they realize their full potential in a mobile-first, cloud-first world. CSS Partner Enablement organization is focusing on helping Microsoft 300K Partners globally to build and grow their cloud practices faster. Our core priorities are simplifying partner onboarding experience, accelerating partner sales and deployment, and increasing partner adoption of cloud solutions through partner-centric resources. CSS Partner Enablement Global Capability team builds capabilities, delivers services and insights to enable our delivery team to help partners to accelerate their digital transformation.
The Partner Enablement Global Capability team is hiring a proactive and self-driven Support Planner to define, lead and implement programs, processes to enable delivery of support to Microsoft Partners. Success criteria in role will be measured by improvements in the Partner end-end support experience as indicated by faster time to resolution and increased partner satisfaction. Your work will directly impact the support experience for Microsoft partners worldwide.
This position is responsible for managing and monitoring select partner support experience workflows, associated tools, processes, and in identifying opportunities for improvement. This includes securing stakeholder approvals and commitments, defining implementation plans, and executing with support delivery and engineering teams. The scope is inclusive of improving business process in partner delivery to improve the experience across the partner support lifecycle, and drive increased satisfaction and agent/engineer efficiencies. This position owns defining success targets for process improvement projects and managing the ROB and action plans with stakeholders and delivery teams.
We are looking for a strong support planner with support experience, business process and technical acumen who can work effectively across global support delivery, engineering, serviceability, program management, and tools teams to land improvements to support processes and capabilities that result in a better Microsoft Partner support experience. The successful candidate will have strong collaboration skills, proven ability to build and lead cross-functional virtual teams and develop deep partnerships with stakeholders.
The ability to define and analyze complex data and use that to identify opportunities, drive priorities and plan definition, is required. The ability to quickly ramp up on new technologies and understand / assess the impact to the partner support experience is also required.
• Own support planning for assigned projects, processes, and programs as appropriate
• Drive cross team collaborative planning for programs and projects
• Lead virtual teams of stakeholders engaging Partner support experiences, initiatives activities.
• Partner deeply with global support functions and delivery teams to land process change.
• Drive decisions and execute both individually and by leveraging the capabilities of managers, peers and/or partners
• Create and publish regular status communications and reports to stakeholder audience.
• Monitor and manage KPI performance to targets, identify and drive improvements to the Partner support experience
• 3 years of project management experience
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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to firstname.lastname@example.org.
Customer service & support