Overview:

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. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

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.

Responsibilities:

• Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
• Case Management (Delivery Excellence): You will drive technical triages on upcoming products/complex technical subjects for overall improvement of team performance. Perform case reviews to derive actionable process or technical feedback; share at the regional or global level.
• Managing Collaborative Activities: Manage highly complex escalated problems, involving broad product knowledge or in-depth product specialty.
• Mentor engineers and other Technical Advisors to be more effective collaborators.
• Supportability Activities: Contribute to customer self-help and volume deflection initiatives. Analyze case trends to Influence, improve, and/or propose fixes to the development of products and features.
• Process Improvement: Refine processes as needed by collaborating with global teams and product groups. Act as liaison between engineering teams and support teams to ensure process is refined and works correctly.
• Serve as an early warning system and put plans in place to proactively mitigate issues.

Qualifications:

Skills Needed: Strong cross-functional collaboration and stakeholder engagement in complex enterprise environments.

Ability to analyze operational dependencies, risks, and readiness signals and provide informed recommendations.

Experience working in large, matrixed organizations with multiple teams and leadership stakeholders.

Demonstrated ability to influence outcomes without direct authority.

Experience coordinating with external vendors or service partners in operational or IT environments.

Strong organizational awareness and problem-framing skills in ambiguous or evolving situations.

Responsibilities/ Job Description: Champion modern support engineering practices and AI-native delivery models.

Scale & Targeted Growth Enablement Leverage mature delivery capabilities to enable the EIP program, supporting teams through the Activate, Accelerate, and Elevate phases.

Orchestrate cross-functional dependencies to ensure operational readiness, coaching enablement, and integration with Tech Support models.

Act as the on-the-ground execution lead, absorbing cross-location follow-through and reducing coordination cycles across SBUs and LOBs.

Nebula & AI Transformation Enablement Serve as a conduit for senior executives to engage, sponsor, and accelerate AI and innovation initiatives at scale.

Translate innovation strategy into practical site-level execution and accelerating value realization.

Support rollout and adoption of AI-powered support experiences, automation, and experimentation frameworks.

People Development & Frontier Engagement Drive Frontier Transformation by advancing people development across sites - building capability, operational maturity, and future-ready skills aligned to AI-enabled delivery models.

Serve as a conduit for senior executives to drive Frontier team efforts (AI + Human capabilities) - enabling structured engagement, sponsorship, coaching, and cross-site learning to accelerate alignment and execution.

Global CSS & A&I Alignment

Serve as the execution bridge between global CSS & A&I priorities and regional delivery.

Ensure alignment to global standards, success metrics, and transformation goals.

Provide timely execution insights to inform global planning and prioritization.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.