Customer Experience Solutions Manager

hace 17 horas

Alajuela, Alajuela, Costa Rica Microsoft A tiempo completo

At Microsoft, we strive to empower every person and organization on the planet to achieve more. Our culture is built on embracing a growth mindset, inspiring excellence, and fostering a sense of community and collaboration among our teams and leaders.

We are committed to delivering life-changing innovations that have a profound impact on billions of lives worldwide. As a key member of our Customer Experience and Success (CEnS) organization, you will play a critical role in shaping the end-to-end customer experience for Microsoft customers.

The CEnS organization has undergone significant expansion, reflecting Microsoft's ambition to become a customer-centric company. Our goal is to exceed customer expectations and drive greater loyalty, satisfaction, and retention through a connected customer experience.

To achieve this vision, we are seeking an intellectually curious and customer-obsessed Support Engineering Manager who can lead high-performing teams of engineers and ensure a positive support experience for our customers. This involves being responsive to their needs, partnering effectively with stakeholders, and driving change that enhances the customer experience.

Key Responsibilities:

  • Nurture the Microsoft culture within your team, upholding the Model, Coach, and Care expectations through Attracting, Developing, and Retaining Talent, Delivering Results Through Teamwork, Role Modeling Microsoft Values, Committing to Performance Management and Recognition Program.
  • Provide guidance and coaching to team members on addressing complex cases, including customer and field escalations, and take ownership to produce a positive customer outcome as necessary.
  • Manage the day-to-day support business within your team, fostering collaboration with other technology teams to improve the customer experience.
  • Position and support your team to succeed by maintaining focus on fundamentals, such as case load and backlog management, throughput and resolution, removing roadblocks, encouraging collaboration, and reinforcing CARE behaviors and CSS Strategies.
  • Assure team members are ready, working with Technical Advisors and Readiness Leads where applicable, on technical skills, soft skills, required training, cultural initiatives, industry certifications, and standards.
  • Establish connections across CSS and externally to influence and improve team effectiveness, contributing to product, technology, service, solution, and process improvement, and driving success and implementation of CSS and CSS Division led programs, initiatives, communications at the team level.

Qualifications and Experience:

Bachelor's degree in Computer Science, Information Technology, or related field, combined with 5 years of operational excellence, delivery management, account management, sales, or vendor management experience, and 3+ years of people management experience. Alternatively, 7 years of operational excellence, delivery management, account management, sales, or vendor management experience, and 5+ years of people management experience.

  • Customer Experience Manager, Commute Services

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica Jll A tiempo completo

    About the RoleWe are seeking a highly skilled Customer Experience Manager to oversee the development and management of our commute services program for a large corporate client.Key ResponsibilitiesOversee customer service teams for managed parking and shuttle services, ensuring seamless operations and high standards of service.Develop and maintain effective...

  • Customer Solutions Advocate

    hace 3 semanas

    Alajuela, Alajuela, Costa Rica Riverpoint Medical Llc A tiempo completo

    Riverpoint Medical LLC is a renowned leader in medical device manufacturing. We are seeking a skilled Customer Solutions Advocate to join our team.The ideal candidate will have a strong background in customer service, with excellent communication and problem-solving skills. As a Customer Solutions Advocate, you will be the primary point of contact for...

  • Customer Experience Resolution Professional

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica 3M A tiempo completo

    About This RoleThis is an exciting opportunity to leverage your analytical skills and customer-centric approach to drive end-to-end issue resolution in a fast-paced environment.Job DescriptionWe are seeking a highly motivated Customer Experience Resolution Professional to join our team. In this role, you will be responsible for managing customer issues...

  • Customer Experience Ambassador

    hace 1 semana

    Alajuela, Alajuela, Costa Rica Marriott International, Inc A tiempo completo

    About Marriott InternationalAt Marriott International, we are committed to delivering exceptional experiences for our guests. Our team is passionate about serving the needs of travelers and making their stay with us unforgettable.Job SummaryWe are seeking a skilled Customer Experience Ambassador to join our team at Courtyard San Jose Escazu. As a key member...

  • Senior Enterprise Solutions Manager

    hace 2 meses

    Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

    OverviewTek Experts is a leading Technical Support and Services company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed.Job DescriptionAs a Senior Enterprise Solutions Manager, you will be responsible for leading and inspiring a global...

  • Customer Advocacy Program Manager

    hace 2 meses

    Alajuela, Alajuela, Costa Rica Splunk A tiempo completo

    Customer Reference Program ManagerSplunk is a leader in building a safer and more resilient digital world. Our unified security and observability platform is trusted by the world's leading enterprises to keep their digital systems secure and reliable. As a Customer Reference Program Manager at Splunk, you will play a critical role in helping us achieve our...

  • Customer Experience Manager for Transportation Demand Management

    hace 2 meses

    Alajuela, Alajuela, Costa Rica Jll A tiempo completo

    About the RoleJLL is seeking a highly skilled Customer Experience Supervisor to join our team and lead the development and management of a best-in-class, employee-facing communications and customer service program for a large corporate client.Key ResponsibilitiesOnsite Customer Support: Provide in-office support 3+ days per week, with optional work-from-home...

  • Customer Experience Ambassador

    hace 17 horas

    Alajuela, Alajuela, Costa Rica Jll A tiempo completo

    We're seeking a Customer Experience Ambassador to join our team at JLL. In this role, you will play a key part in promoting and implementing employee commute programs, including parking, shuttles, rideshare, carpool, bike, and walk options.Key ResponsibilitiesProvide onsite customer support by working in-office 3 or more days per week, with optional work...

  • Bilingual Customer Service Solutions Coordinator

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica Solventum A tiempo completo

    Job DescriptionWe are seeking a highly motivated and detail-oriented Bilingual Customer Service Solutions Coordinator to join our team at Solventum.Solventum is a leading provider of innovative healthcare solutions, and we are committed to delivering exceptional customer service to our patients and customers.In this role, you will be responsible for...

  • Customer Service Solutions Specialist

    hace 2 meses

    Alajuela, Alajuela, Costa Rica Riverpoint Medical Llc A tiempo completo

    Job Description:At Riverpoint Medical LLC, we are seeking a Senior Customer Solutions Specialist to join our team. As a key member of our organization, you will be responsible for delivering exceptional customer service and support to our internal and external customers.Responsibilities:Input and track orders via Riverpoint's ERP, IQMS, ensuring accurate and...

  • Customer Experience Ambassador

    hace 2 meses

    Alajuela, Alajuela, Costa Rica Marriott International, Inc A tiempo completo

    About the Role We are seeking a highly skilled Customer Experience Ambassador to deliver exceptional guest experiences. This role involves processing operational needs, addressing guest requests, and completing reports in a timely and professional manner.Main ResponsibilitiesGuest Services Process operational needs and address guest requests promptly and...

  • Customer Experience Ambassador

    hace 2 meses

    Alajuela, Alajuela, Costa Rica Marriott International, Inc A tiempo completo

    Delivering Exceptional Guest ServiceWe take pride in delivering a wide range of services that enhance our guests' dining experience.Key responsibilities include setting tables, communicating with the kitchen team, interacting and serving guests, and maintaining a clean work environment.We believe attention to detail is crucial in providing an exceptional...

  • Customer Experience Liaison

    hace 2 semanas

    Alajuela, Alajuela, Costa Rica Marriott International, Inc A tiempo completo

    **About Us**Marriott International, Inc. is a global hospitality leader with over 1,000 locations worldwide. We pride ourselves on delivering a beautifully simple stay experience characterized by warm hospitality, all at a great value.**Job Summary**We are seeking a Customer Experience Liaison to join our team at Fairfield by Marriott San Jose Airport...

  • Customer Support Specialist

    hace 1 día

    Alajuela, Alajuela, Costa Rica Hologic A tiempo completo

    At Hologic, we are seeking a highly skilled Customer Support Specialist to join our team in a challenging and rewarding role. As a key member of our Service Sales organization, you will be responsible for providing exceptional support to our customers, ensuring their needs are met, and exceeding their expectations.Key Responsibilities:Serve as the primary...

  • Technical Program Manager

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica Zillow A tiempo completo

    Company OverviewZillow is a leading real estate platform that helps people unlock life's next chapter by making the home buying and selling process easier. As the most-visited real estate website in the United States, Zillow Group sites are visited by millions of people every month.Job SummaryWe are seeking a Senior Technical Program Manager to lead the...

  • Digital Real Estate Advertising Solutions Manager

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica Zillow A tiempo completo

    About the RoleWe are seeking an experienced Digital Real Estate Advertising Solutions Manager to lead our efforts in delivering relevant ads on the best mobile digital experience in real estate. This role will be responsible for owning the end-to-end ideation, execution, evaluation, and iteration cycle of ads in the Zillow app.

  • Global Customer Experience Specialist

    hace 2 meses

    Alajuela, Alajuela, Costa Rica 3M A tiempo completo

    Job OverviewAs a Global Customer Experience Specialist at 3M, you will play a crucial role in delivering exceptional service and results within the Customer Service Organization. Your primary objective will be to provide white glove service to customers through timely and accurate order management processing, education, and problem-solving.

  • Customer Experience Resolution Specialist

    hace 2 meses

    Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

    **About the Role:**We're looking for a talented Customer Experience Resolution Specialist to join our team at Tek Experts. As a Critical Situation Management and Escalation (CMET) team member, you'll be responsible for delivering world-class customer service and resolving high-priority issues for our clients. Your strong communication skills and ability to...

  • Customer Experience Associate

    hace 4 días

    Alajuela, Alajuela, Costa Rica Marriott International, Inc A tiempo completo

    At Marriott International, we're committed to delivering exceptional experiences for our guests. As a Guest Service Expert, you'll play a critical role in making this happen.The estimated annual salary for this position is around $35,000-$45,000, depending on experience and location. Located in Alajuela, Costa Rica, this full-time position offers a unique...

  • Customer Experience Ambassador

    hace 4 días

    Alajuela, Alajuela, Costa Rica Marriott International, Inc A tiempo completo

    About Marriott InternationalMarriott International, Inc. is a leading global hospitality company with over 1,000 locations worldwide.We offer a beautifully simple stay experience characterized by warm hospitality, all at a great value.About the JobThis is a full-time position that involves providing exceptional customer service to our guests.The estimated...