Support Escalation Management M4

Microsoft

1d•$96,500 - $188,400

About The Position

Acts as an internal expert and provides direction to less experienced IC levels to resolve longer running, sensitive, issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels. Oversees team’s status updates to customers and internal stakeholders through various channels of communication regarding issues, according to documented process. Identifies systematic patterns across issues and provides guidance to others on managing customer incidents and identifying and removing barriers. Provides guidance to other Support Escalation team members on how to handle highly complex cases. Builds contacts and helps others navigate relationships with internal and external teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them. Oversees and provides guidance to others on creating executive summaries detailing the customer issue, impact on the business, and status of the resolution. Provides direction to the leadership team on the role of outsourced vendors to resolve issues and foster positive cultural and behavioral changes. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance.

Requirements

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience.

Nice To Haves

Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience OR 8+ years technology industry, customer service, or related experience OR equivalent experience.
Project management experience.
Experience working with Microsoft products and services.
1+ year(s) people management experience.
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).

Responsibilities

Collaboration: Identifies systematic patterns across issues and leverages internal relationships to resolve trends across customer incidents and remove systematic barriers. Resolves strategic issues with other functional leaders to ensure existing processes are not a blocker to customer issue resolution across the function. Provides expert direction to Support Escalation team members on how to handle highly complex cases. Promotes the development of networks and provides guidance on leveraging relationships across teams on a case-by-case basis to remove roadblocks. Maintains global perspective to inform the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the team and escalates as needed.
Communication: Oversees and provides guidance to others on conference calls to help others manage customer and field expectations around response and resolution and represent the company. Proactively liaise between their team members and senior leaders, keeping them informed of the response and resolution status of customer issues. Communicates and influences across regions to drive resolution. Ensure alignment internally and externally around customer and field expectations, response, and resolution. Sponsors the development of relationships with internal and external teams and partners and proactively communicates with cross-team leadership on issues with a highly complex scope and coordinates the resources to resolve them.
Customer Resolution: Coordinates resources and establishes relationships to drive opportunities across teams and stakeholder groups in postmortem discussions to remediate future issues. Manages the resolution of highly sensitive, political, visible, reputational issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels. Identifies and builds strategic cross-functional relationships with various teams and senior leaders to resolve systematic customer issues by overseeing strategic projects. Provides coaching, mentorship, or support to Support Escalation Managers in the resolution of customer issues. Leads strategic cross-region, cross-group, cross-business, or account team unit (ATU) initiatives by identifying patterns of common customer issues across functions and leveraging the support of other functions to improve the customer support experience for a group of customers or customers that have a global span. Represents leadership as a subject matter expert of a particular area. Identifies and shares best practices across functional teams to support the customer experience. Monitors and provides guidance on strategic projects designed to improve resolution times, customer satisfaction, and support experience, to ensure global consistency across teams and time zones. Drives time zone agenda for team and reviews trends across status updates to customers. Provides guidance on communication with internal stakeholders through various channels of communication regarding highly complex, political, or quality-based issues.
People Management: Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model: Live our culture. Embody our values. Practice our leadership principles. Coach: Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn. Care: Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others.
Process Improvement: Reviews postmortem executive summaries and identifies patterns across customer issues. Explores best practices across functions to create strategy and gains buy-in from cross-functional leadership to resolve systemic issues. Gathers and consolidates feedback across teams and gains buy-in from cross-functional leadership identify systematic issues and process breakdowns across functions and ensures their resolution/progress. Oversees strategy for process improvements and leads project or workgroup to improve internal processes. Acts as a channel of communication between project owners and internal stakeholders to manage project expectations.
Vendor Relationships: Provides guidance to others and oversees relationships with outsource vendors to resolve issues and foster positive cultural and behavioral changes.
Other: Embody our culture and values

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