Finance Manager - CSS Finance

Microsoft•Redmond, WA

About The Position

This job opening in WW CSS Finance offers you the opportunity to work closely with Senior Leaders in CSS (Customer Service & Support) to influence the support experience across ALL Microsoft Customer Solution Areas. CSS is comprised of resources providing professional support services across ALL Microsoft’s products in 191 countries and 46 different languages! The team manages over 37 million interactions annually across commercial, consumers, advertisers, developers, and support partners. CSS costs impact every reporting segment of Microsoft, with regular cross-company collaboration with Corporate Finance, Engineering, Marketing, and Product Finance teams. Join us as Finance Manager – CSS Finance, where you will have tangible impact on a growing organization within Apps & Infra solution area, getting things done across large and diverse global teams and developing practices that streamline the business and drive results. This is an exciting opportunity to join the team as we transform support using AI by enabling Copilot in Microsoft Dynamic 365 Customer Service and experimenting & leveraging several other ways to enable quick resolution of cases, increase self-help & deflection thereby revolutionizing Engineer productivity & customer satisfaction across all channels. The role will exercise and develop your general management skills, partnering with and supporting across all levels.

Requirements

Bachelor's Degree in Business Administration, Accounting, Finance, Economics or related field AND 4+ years of post-graduate financial analysis, accounting, controllership, or finance work experience OR Master's Degree in Business Administration, Accounting, Finance, Economics or related field AND 2+ years of post-graduate financial analysis, accounting, controllership, or finance work experience OR equivalent experience.

Nice To Haves

Understanding of the technology industry, particularly in commercial cloud services & business models.

Responsibilities

Lead with a “One Microsoft” mindset through effective collaboration across senior CSS & Engineering leaders, and a diverse group of other stakeholders – Resource Planning team, business managers, and cross-company finance for LRP, Budget & CFO forecasting.
Be a trusted advisor of the Leadership team, driving differentiated customer experiences. In liaison with your business partners, build and implement strategic initiatives as well as promote sharing/adopting best practices.
Partner with stakeholders to ensure execution and tracking of expected efficiencies from deployment of Copilot feature, Intelligent assignment & routing of cases, expansion of chat modality as part of the End-to-End support transformation initiative across CSS & Engineering.
Own partner resource planning for several Lines of Business within CSS; lead review of key partner KPIs to drive insights that enable business decision making.
Provide financial perspective to senior business leaders to define and enable solutions in support of critical strategic and financial initiatives such as “Customer cohort strategy” or “Partner first strategy” to maximize return on investment (ROI). Gain commitment with stakeholders to align strategy execution and mitigate risk.
Lead analytical review of performance against plan/forecast and drive insights across variety of metrics (eg: cost per incident, cost per head, geographic and resource mix, attrition, recruiting velocity, and vendor investment). Proactively recommend a course of action to optimize cost of support.
Create a framework for assessing impact of Support metrics/ Experience on Consumption acceleration and leverage that to track performance, help leadership team make investments that maximize ROI for Microsoft.
Lead the financial rhythm (budgeting, workforce planning, resource allocation assessment, forecasting, monthly close, etc.). Communicate required deliverables clearly and facilitate reviews with senior leaders in a timely manner.
Lead a culture of financial compliance, ensuring strong internal controls are in place.
Exhibit Leadership skills proactively driving and delivering high-impact results through both individual and v-team effort
Growth Mindset advocate/role model and passionate about team health.