Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission. With over 15,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience. Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. We are looking for a senior strategic global business leader with technical fluency/acumen and strong support delivery, planning, and supportability understanding to lead the Global Support Organization.The ideal candidate must have prior experience in leading a large global organization, a strong services mindset,and expertise in building cross-organization partnerships - in order to be the single interface in a business unit to drive strategies for improved customer service and in-product support. Responsibilities Responsibilities: Global Support Leader: - Responsible forCommercialsupport delivery,ensuring alignment with CSS-wide support experienceexpectationsand to service experience standardsacrosstheModern Work Business Unit - Ensure market leading customer experience (CSAT) and productivity through driving support experience strategy execution, initiatives from the Delivery Excellence team, and effective knowledge development, capture, and use. - Manage global operation through Delivery Partners, engage in partner enablement andprovidedirection to achieve connected customer experiences. - Manage effectively high priority customer escalations - safeguarding customerexperience. - Lead team effectively, enabling delivery engineers (FTE & Vendors) to provide great customer experiences through our support channels against agreed on measures, and ensuring strongteamworkamongst delivery and leverage key dotted line internal teams - release excellence and business operations managers. - Oversee capacity planning and management and provideinputsfor staffing and financialcommitments - Partner with internal stakeholders (Shared Services, Product Development, CXP and Field) toleverage common goals of customercentricity - Proactively drive support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements onthebasis of customer feedback gathered from supportchannels - Own P&L accountability to product group engineering leader; coordinate with EG product team to ensure product strategy and support strategy arealigned - Attract and retain top technical talent while building diverse teams and creating and an inclusive culture within your organization Qualifications Required Qualifications: - Aminimum of 7years' experienceleading, developing, mentoring, and trainingpeople - A minimum of10years of experiencein product support, technical support, IT Admin support, consulting, systems development, product development, customer support, software engineering - 7years experienceinleading global technical operations, comprised of bothoutsourced and in-sourcedmodels - Strong technical background in Enterprise technologies and cloud services - Strong understanding of product engineering practices - Strong background in M365 cloud services PreferredQualifications: - Background in solving large and complex customer issues successfully by collaborating with senior leaders (customer and internal stakeholders). - 10+ years of business leadership experience; self-motivated, confident working at a senior executive level. Preferably as the managing director or site leader for a MNC engineering captive center in India. - Strong global communication skills, and skills in building organizational partnerships - across a complex stakeholder network in CSS and Engineering/Product Devteams. Ability to navigate and influence in a matrixed organization. - Technical fluency/acumen and strong support delivery leadership knowledge/understanding. - Demonstrated experience/ability in leading both direct and virtual teams with a broad array of skills to ensure best-in-class customer outcomes. - Note that given global scope of this job, travel may be required as needed. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check every two years. 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 requestvia 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.