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 and Success (CEnS) 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 CEnS 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.**Responsibilities**:- Create learning and development plans based upon business needs that result in an increasingly skilled workforce- List of functional and product skill areas that are gaps or deficiencies in the SBU related to solutions, technologies, products, offers, etc. that are relevant to the given SBU- Prioritization of listed items as defined by senior leadership- Plans to address prioritized skill area gaps to build needed learning and development resources (learning objectives, expected format, estimated cost and time to build and deliver)- Partner with senior leadership to organize the collection of skill area gaps and inputs from the business to balance current and future business priorities.- Critical indicators of success:- Quarterly Development Plan: Each quarter use assessment results to determine if agreed upon business targets are being met. Develop follow up plan to support the re-assessment of workforce skills at the SBU leader-set attainment levels if necessary.- Quarterly Target Assessment: Each quarter use assessment results to determine if new business KPIs and associated target skill attainment levels should be set. Land new assessment plan reflecting decision that new KPIs/attainment levels should be set.- Partner with key stakeholders including SBU leaders/managers to ensure the execution of readiness plans for each quarter, ensuring roles can perform leader prioritized skills- Measure impact and derive insights, including NSAT, pre/post skills gains, 90 day applied skills, and correlations to business KPIs and report back to SBU leadership and the Learning and Development lead to inform future strategy QualificationsRequired Qualifications- 7+ years' experience delivering large program, project and learning and development efforts, executing learning and development strategies and frameworks, defining learning and development/project/program plans and executing on those plans to deliver business results.- Experience with training development including scoping, needs assessment, delivery and landing- Proven experience managing diverse virtual teams without direct authority- Strong communications skills, executive presence and experience presenting to leadership- Skills in problem resolution, team building, negotiation, dealing with ambiguity, establishment of effective processes, tracking results and support systems.Preferred Qualifications:- 5+ years' experience in a consulting or proactive customer support related role.Travel is required on occasion in support of learning and development delivery internationally (approx. 5%), and more often for planning and support of delivery (approx. 10%).Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
