New 
Supportability Manager for Security and Compliance
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Mar 31, 2025 | |
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OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.As a Senior Supportability Manager, you will lead a team that is pivotal to anticipate, understand and solve product or supportability issues and drive a great Microsoft customer support experience. You will partner with Engineering Leaders and other senior product experts across the company to identify opportunities to improve Microsoft products and enable teams to envision & create self-serve capabilities, diagnostic tools and automation capabilities. This opportunity will allow you to accelerate your career growth and hone your product and leadership skills. You will develop deep technology industry knowledge and become adept at leading diverse teams. Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
ResponsibilitiesResponse and Resolution: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.Ensures team members communicate the customer story to a variety of audiences (e.g., customer support services leadership, engineering leadership) and issues with engineering partners to share the impact of customer outcomes. Guides teams and advocates for the appropriate focus to be taken for strategic relationships to drive customer impact.Serves as a trusted advisor and supportability sponsor across product lines; ensures resolution of issues across product groups. Readiness:Establishes issue and risk identification methods and ensures issues and risk identification methods are being used by the team. Raises targeted risks and acts as an evangelist for solutions, and identifies/aligns objective key results for teams.Ensures the team is invited to and participating in feature and functional meetings/reviews. Establishes goals for these meetings, ensures goals are met, and provides assistance/guidance when needed. Champions collaboration and guides team to work collaboratively with development teams (e.g., communities, customer facing teams) to create solutions.Engages with senior leaders in engineering and other groups influencing strategies on automated solutions and/or processes for delivery teams and/or advocates for the full product life-cycle including future launches.Helps the team understand feature areas, the prioritizations, and how it fits in the larger picture. Seeks out alignment with engineering. Product/Process Improvement:Acts as a thought leader in innovative approaches to mitigation including automated solutions and diagnostic tools. Ensures and guides their team in the utilization of the correct approaches to mitigate issues. Reviews needs identified by team regarding investments in diagnostic tools and product support features, and raises needs to product teams. Guides teams through the development and management of self-help platforms to curate and train on content.Guides the team to identify issues with current trending issues and past pain points within software, products, and processes to ensure issues are addressed in the future.Ensures team members deliver a consistent message aligned to the operational excellence strategy to deliver successful customer experiences.Supports team on escalated customer issues involving high-impact or large customers, and drives business-focused discussions with product team around customer satisfaction, roadblocks, revenue generation risks, business impact, etc. Guides and oversees team to work collaboratively with partners (e.g., delivery teams) to support executive customer escalations. Business Integration:Leverages data provided by team (e.g., dashboards) to communicate business impact and drive thoughtful discussions with product team. Ensures that critical issues are identified in data and escalated to appropriate teams.Coaches team to create product quality of feature releases and support readiness. Works collaboratively with engineering teams to help transfer knowledge to Delivery teams. Curates content as part of that knowledge transfer process. Oversees tactical planning and scheduling of resources and onboarding of new releases.Coaches team through the identification of trends and runs diagnostics within the early stages of a product. Coaches team to develop troubleshooting tools. Identifies support boundary challenges and contributes to their resolution.Coaches team to ideate and creates new training content for products as required for both internal and external offerings. Guides teams to develop educational learning objectives (ELOs) and identifies technical requirements that support learning objectives for technical trainings. Develops assessments (e.g., knowledge test, skill demonstration, case studies) to measure the acquisition of technical competencies against learning objectives.Guides team through the development of migration strategies for technology changes. Provides insights for the development and sharing of migration messaging for new or updating technologies.Guides team and anticipates customer difficulties and leads efforts to assess releases are tested for identified issues/challenges.*Guides team to learn from customers' experiences who have integrated new products and solutions with any required preparations, solution generation, and support during the integration process. Other:Embody our culture and values | |