MS Windows Consumer Team lead

2 weeks ago

Manila, National Capital Region, Philippines Upwork Full time

Upwork is the world's largest marketplace and we support businesses connecting them with independent talent from all across the globe.

The client is at the cutting edge of delivering unparalleled technical support and advisory services to Microsoft 365 commercial customers around the globe. Their commitment extends beyond just solving problems; we aim to empower our clients, helping them to harness the full potential of Microsoft technologies through dedicated product-led growth interactions. Operating around the clock, they pride ourselves on setting the standard for excellence in service, innovation, and client relationships.

We invite you to join the client in this journey, where your efforts are integral to the success and growth of our clients and our organization

Role Summary:

As a visionary leader in this critical role, you'll spearhead our global, remote team, driving them towards unparalleled service delivery, customer satisfaction, and product-led growth (PLG) in Windows and Office technologies. This role demands not just expertise in Microsoft 365 but also a dynamic approach to leadership in a remote, gig-based workforce. We are looking for extraordinary leaders in remote team, technical support, product led growth management. The leader will be brilliant in innovating and experimenting.

Job Description

Key Responsibilities:

  • Lead a global, remote team of technical specialists, ensuring top-notch service and adherence to productivity and scheduling standards.
  • Embrace the gig economy's dynamic, fostering a culture of flexibility, innovation, and continuous learning.
  • Drive PLG by empowering your team to harness Microsoft technologies, ensuring alignment with our strategic objectives.
  • Champion diversity and inclusion, creating an environment where every team member feels valued and empowered.
  • Maintain a proactive approach to case management, backlog minimization, and customer satisfaction.
  • Collaborate with Operations Leads to share insights, best practices, and drive continuous improvement across teams.
  • Implement outcome-based performance metrics, ensuring the team's alignment with organizational goals and customer needs.

Product-Led Growth Responsibilities

  • Harnessing Microsoft Technologies: Empower your team to unlock the full potential of Microsoft technologies through dedicated product-led growth interactions.
  • Collaborate with cross-functional teams to align technical support efforts with product-led growth strategies.
  • Ensure 100% proper tracking of case insights related to product adoption and customer success.
  • Ensures min of 80% team insights on product usage and exposition .
  • Assess team capacity with a strategic lens, spearheading initiatives that enhance performance, efficiency, and productivity through innovative experimentation.
  • Create an environment of innovation, collaboration, and continuous improvement, where team members are encouraged to share knowledge, learn collectively, and evolve together.

Additional Expectations:

  • Demonstrate exceptional problem-solving skills, with the ability to anticipate challenges and implement proactive solutions.
  • Exhibit mastery in change management, adeptly guiding your team through technological and procedural shifts.
  • Maintain a relentless focus on technical and service excellence, setting and exceeding industry benchmarks.
  • Engage in strategic planning and execution, ensuring alignment with broader organizational goals and customer needs.
  • Act as a champion for diversity and inclusion, fostering an environment where every team member feels valued, heard, and empowered to contribute.
Qualifications
  • Proven experience in Microsoft 365 Family and personal feature set and workloads
    • Windows 11, Microsoft Office, OneDrive, etc
  • Solid track record of managing customer support teams.
  • Outstanding leadership capabilities, with a talent for coaching, mentoring, and connecting with a globally dispersed team.
  • A track record of driving customer satisfaction, operational efficiency, and team productivity to unprecedented levels.
  • Advanced analytical skills, with a knack for managing product-led growth trackers and safeguarding data integrity.
  • Superior communication and interpersonal skills, able to inspire team members and drive them towards achieving and surpassing targets.
  • Adaptability and flexibility, capable of thriving in a fast-paced, 24x7 global operation.
  • Understanding of Product Led Growth concept.
  • A deep-seated passion for technology, especially Microsoft products, and a commitment to fostering the growth and development of your team.
Additional Information

What We Offer:

  • The flexibility to work remotely from anywhere in the world, within a company that prizes diversity, inclusion, and the well-being of its staff.
  • A role that presents both challenges and rewards, where your contributions have a direct impact on our clients' success and our company's growth.
  • A dynamic team environment, rich with opportunities for professional advancement and personal growth.
  • A competitive compensation package that reflects your experience and the value you bring to our team.

All your information will be kept confidential according to EEO guidelines.

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