Digital Transformation Leader

hace 6 horas


San José, San José, Costa Rica Microsoft Corporation A tiempo completo

At Microsoft Corporation, we're on a mission to empower every person and organization to achieve more. Our culture is built around embracing a growth mindset, inspiring excellence, and encouraging teams to bring their best each day.

As part of the Customer Experience and Success (CEnS) organization, you'll play a critical role in shaping the Microsoft end-to-end customer experience. With over 15,000 employees worldwide, our organization is responsible for strategy, design, and implementation of this experience.

We're looking for passionate individuals who share our ambition to exceed customer expectations and drive loyalty and trust. Your contributions will help us create a connected customer experience that delights customers and exceeds their expectations in every interaction.

Key Responsibilities:

  • Leverage and influence the CE&S Digital Transformation strategy to deliver high-quality transformation plans and solutions.
  • Assess and manage support-related technology imperatives, goals, and challenges.
  • Analyze and document end-to-end user technology requirements to optimize day-to-day operations.
  • Use data-driven approaches to identify issues eroding user experience and satisfaction, and partner to form business solutions using agile methodologies.
  • Work extensively cross-group with business and stakeholder teams to facilitate projects and perform requirements gathering.
  • Serve as a constant champion of the user experience with development and business partners, including working closely with Experience Managers on projects and releases.
  • Investigate new requests for tools and features, assessing initial scope to help with prioritization of requests through our intake process.
  • Provide and own plans supporting the full digital transformation lifecycle, including design, implementation, adoption, and support.
  • Participate in Release Management cadence and drive adoption of tools and features.
  • Execute measurable business value realization plans through oversight, tracking, and reporting.
  • Drive quality outcomes through effective governance using project management methodologies.
  • Assess technology partners' portfolios and maintain alignment to unified CE&S Digital Transformation programs.

Qualifications:

  • 7+ years of business experience, self-motivated, confident working across teams within a matrixed organization.
  • Demonstrated hands-on experience in compliance and security as it relates to technology design and enterprise software.
  • Demonstrated ability to document and communicate strategies enabling digital transformation.
  • Experience writing Business Requirement Documents (BRDs) or equivalent requirement gathering documentation.
  • Creating, owning, and project managing projects to implement specific experiences through technology pilots and launches.
  • In-depth understanding of customer/user VOC and requirements gathering methods in a service &/or support group.
  • Ability to define strategy and execute operational tactics to create end-to-end solutions.
  • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels.
  • Proficiency working effectively in complex and ambiguous environments.
  • Immense passion with a positive attitude.
  • BA/BS in a technology or business field such as product management, business process, economics, business operations, or equivalent experience required.


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