About the Role

Lead a team of support engineers to resolve customer technical issues and drive product improvement. Manage customer relationships and ensure team readiness for delivering great customer experiences. This role requires onsite presence at Microsoft.

Key Responsibilities

• People Management: Lead a team of product experts, drive accountability, and attract/retain talent.
• Response and Resolution: Manage customer relationships, act as an escalation point, and remove roadblocks.
• Readiness: Ensure team has technical skills for great customer experience.
• Product/Process Improvement: Participate in case triage, identify resources for automation/tools.
• Business Integration: Establish engagement strategy for collaboration across teams.

Required Skills & Qualifications

Must Have:

• Bachelor's Degree in Computer Science, IT, or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 5+ years of such experience.
• 1+ year(s) of people management experience.
• Ability to read, write and speak fluent English.
• Ability to pass Microsoft Cloud Background Check upon hire/transfer and every two years.

Nice to Have:

• Experience in Microsoft 365 technologies.
• Experience working in a customer service environment, retail, sales, etc.
• Experience in using innovative technologies such as AI in everyday life.
• Experience working in a dynamic team environment.
• Experience with problem solving and providing solutions to customers.
• Microsoft Technology Certifications.

Benefits & Perks

• Industry leading healthcare