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Worldwide Learning Director of Customer Support and Success

Company: Microsoft Corporation
Location: Redmond
Posted on: September 13, 2020

Job Description:

Worldwide Learning Director of Customer Support and Success Save save Worldwide Learning Director of Customer Support and Success to job cart

Job number 887469

Date posted Aug 27, 2020

Travel 0-25 %

Profession Business Programs & Operations

Role type People Manager

Employment type Full-Time

We seek to empower learners around the world to acquire the skills enabling them to get a job, advance in their career and achieve more. Here is an opportunity for you to influence our learning programs and experiences designed to build world class capability for customers, partners, employees, and future generations.

Within Worldwide Learning, we reach millions of learners where they are, anytime, anywhere, and deliver experiences that support exploring, learning, practicing, and proving their skills. The diversity of our program offerings and ecosystem involves engagement across multiple customer audiences and rich opportunity to influence the strategies that enable customer success and customer delight.

As the Worldwide Learning Director of Customer Support and Success, you will lead a team of experienced support professionals who are dedicated to helping learners successfully realize their learning outcomes. Your leadership in partnering across Operations, Engineering, Marketing, Programs and other key stakeholders is an opportunity to optimize decisions within program design and execution and facilitate a collaborative approach to delivering high-quality, scalable support solutions for our learners. You will bring a passion for quality, a focus on the customer, and a willingness to experiment, all in support of driving successful learner outcomes. And you will motivate your team, inspiring them to deliver innovative solutions and exceptional customer care.

Responsibilities Invest in growth and empowerment of a team of strong and diverse people

Build a culture of curiosity and growth, customer focus, and an environment that enables everyone to realize their full potential

Develop a strategy for highly efficient delivery of customer support solutions and listening systems

Amplify the Voice of the Customer within Microsoft, representing the customer’s interests, generating insights, removing obstacles, and influencing learning initiative and learner experience design

Drive operational excellence across budget, ROI optimization, team execution, and high-quality reporting and insights

Deep engagement with Business Decision Makers and strategic stakeholders to deliver business outcomes

Create the time and space to facilitate learning and improvement and solution incubation

Qualifications To be successful in this role, you must have strong verbal and written communication skills, a positive attitude, and the creativity to tackle hard, ambiguous problems in innovative ways. You also thrive in a team environment that values cross-team collaboration and building on the success of others.

Basic Qualifications:

5+years of delivery management experience either in a Support Delivery role or within Customer Success or equivalent

3+ years of people management experience

Passion for quality with strong customer empathy and focus

Solid program management including strategic planning, organization, execution, and follow-through

Skilled at cross organizational collaboration and influencing interpersonally to build alignment and drive closure on issues and results

Exceptional analytical problem solving skill set with ability to create structure solving complex problems

Impact, influence, and ability to deal with ambiguity

Preferred Qualifications:

A history of inter-team partnerships, working closely across teams to help find common goals, orchestrate the complex to be simple, and operationalize efforts

Understanding of Microsoft product and technology portfolio

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 .

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

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Keywords: Microsoft Corporation, Redmond , Worldwide Learning Director of Customer Support and Success, Other , Redmond, Washington

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