Group Finance Manager

Microsoft•Redmond, WA

8d•Onsite

About The Position

Are you obsessed with the Microsoft Customer Experience? Are you looking for ways to influence how our company interacts with millions of customers around the globe? Don’t look any further, this role may be a great fit for you! We are looking for a Group Finance Manager to join our team. This opening in Worldwide Customer Service & Support (WW CSS) Finance offers you the opportunity to work closely with Senior Leaders in CSS 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 and influences every reporting segment of Microsoft, with regular cross-company collaboration with Corporate Finance, Engineering, Marketing, and Product Finance teams. As part of the Group Finance Manager team in CSS Finance, you’ll help guide a growing global organization and play a part in modernizing support through AI, Copilot, and Microsoft Dynamics 365 Customer Service. This includes creating faster resolution paths, expanding self-help options, supporting case deflection, and improving both engineer effectiveness and customer satisfaction. Success in this role depends on : Curiosity about how teams work together to move the business forward Commitment to building an inclusive, supportive environment A proactive approach to partnering across teams Ability to simplify complex topics and land scalable solutions Collaboration skills that help teams align and deliver shared outcomes This is an exciting opportunity to grow your leadership capabilities while helping shape the future of Microsoft’s global support experience. You’ll be part of our Redmond crew, working onsite three days a week and fueling the energy of the team. We are looking forward to speaking with you!

Requirements

Bachelor's Degree in Business Administration, Accounting, Finance, Economics, Data Science or related field AND 6+ years experience in financial analysis, accounting, controllership or finance, or related field OR equivalent experience OR Master's Degree in Business Administration, Accounting, Finance, Economics, Data Science or related field AND 4+ years experience in financial analysis, accounting, controllership or finance, or related field OR equivalent experience
4+ years experience supporting revenue planning, scenario modeling, or complex financial modeling.financial analysis experience OR equivalent experience

Nice To Haves

4+ years experience and understanding of the technology industry, particularly in commercial cloud services & business models.

Responsibilities

Business Partnership:
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.
Partner with senior CSS and Engineering leaders, the Resource Planning team, and business managers to guide financial strategy and planning.
Contribute to Long Range Planning (LRP), budget cycles, and CFO-level forecasting.
Act as an advisor to leadership by helping shape decisions that improve customer and business outcomes.
Build relationships across teams and support strategic initiatives that scale best practices and share learnings.
Be a trusted advisor of the Leadership team, driving differentiated customer experiences.
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 partner key performance indicators (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.
Financial Analysis:
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.
Finance Rhythms of Business
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.
Controls and Compliance:
Lead a culture of financial compliance, ensuring strong internal controls are in place.
Leadership/Cross-Group Collaboration:
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.
Other
Embody our culture and values