Support Escalation Manager

Microsoft Manila, National Capital Region, Philippines With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise. Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. As such you will work with some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business. We create an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow. Advocacy and Customer Trust (ACT) delivers connected support experiences to our customers to gain and keep their trust. Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six. This role is flexible in that you can work up to 100% from home. 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. Responsibilities Customer Resolution: Act as a primary contact to understand issues and improve experiences for account-aligned customers and maintain relationships with internal and external teams to resolve customer issues. Mentor others on the team and participate in strategic projects to enhance resolution times and customer satisfaction. Provide status updates to customers and internal stakeholders and identify trends from internal retrospectives and suggest improvements. Collaboration: Collaborate with engineering and operations teams to identify the right resources and manage escalated issues for account-aligned customers and ensure existing processes don’t hinder issue resolution. Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution status and communicate internally to drive faster issue resolution. Process Improvement: Identify systematic issues and participates in improvement projects and creates executive summaries and identifies patterns in customer issues. Vendor Relationships: Drive relationships with outsource vendors for issue resolution. Qualifications 9+ years of technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience OR equivalent experience Prior Incident and escalation management experience Proficient in C-level stakeholder management Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. #J-18808-Ljbffr