Do you want to Empower every person & Every organization on the planet to Achieve more?
Do you want to work in an open & Inclusive Environment where Diverse perspectives are celebrated?
If you love talking to and learning from customers, and are excited about working with brilliant technical minds, and motivating and rewarding people, we want to talk to you.
We are looking for an intellectually curious, customer-obsessed PTA Manager. As one of the largest service and support networks in the industry, Microsoft Customer Service and Support (CSS) helps more than one billion customers around the world each year. We deliver technical support to our business customers for our on-premise and cloud products and services. As a member of our team, you will be in the forefront of the Microsoft technologies with interactions across the full spectrum of our products and services, on-premise and in the cloud. You will be surrounded by people that are insatiably curious and always learning, obsessed about our customers, and who believe that world class support is critical to customer success.
You will be part of a very diverse team in an inclusive environment, where all opinions are valued. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft’s Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.
We are looking for someone who is a lifetime learner and has a demonstrated track record in building teams through effective and strong leadership, who has empowered people to help customers succeed. The qualifications required include both excellent organizational and managerial skills as well as demonstrated leadership and customer service skills. Among those are oral and written communications skills, organization and time management skills, motivational and leadership skills as well as a general sense of the business.
You must also be able to operate effectively with all peers, superiors and subordinates under a collaborative One Microsoft approach. This person will lead our group of Partner Technical Advisors that deliver deep technical support to our Outsourced Vendors Globally, empowering vendors to do what’s right for our customers, drive deep collaboration with internal Escalation teams & supportability teams.
The PTA Manager is a strategic role and we are looking for someone that will help lead, build & execute on our Vendor Strategies Globally, grow our Forum and community work and continue to look for opportunities to improve our self help & call deflection strategies.
- Identify workloads for end-to-end outsource model, ensure requirements to the Statement of Work &/or rules of engagement are met
- Manage a remote team of engineers across all 3 time zones to drive consistency in the support we provide our outsourced suppliers
- Provide guidance and leadership to our Global Forums team
- Proactively work with BC teams and suppliers to build & execute our call deflection strategies globally across Windows commercial
- Responsible for SLA's and overall Customer experience across Windows Commercial Broad Commercial Support
