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Global Customer Experience Manager
hace 1 semana
About Microsoft
At Microsoft, we are committed to empowering every person and organization on the planet to achieve more. Our culture is centered around embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day.
We create life-changing innovations that impact billions of lives worldwide. As a key member of our Customer Experience and Success (CEnS) organization, you will play a critical role in delivering exceptional customer experiences that exceed expectations.
Key Responsibilities
- Manage Partner Technical Advisors (PTAs) and Support Delivery Managers (SDMs) across multiple countries or time zones to drive consistency in support delivery.
- Develop and implement continuous improvement plans to enhance operational efficiency, cost-effectiveness, and customer satisfaction.
- Oversee monthly/quarterly delivery partner reviews to ensure supplier performance meets safety, quality, delivery, and compliance standards.
- Collaborate with procurement teams to manage delivery partner contracts and lead global delivery partner strategies.
Requirements
- 4+ years of experience managing outsource vendors, direct customer support, program management, and/or support management.
- People management experience with large teams (10+ members).
- Fluency in English (written and spoken).
