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Microsoft Corporation Worldwide Learning Customer Success Program Manager in Cambridge, Massachusetts

We seek to empower learners around the world to acquire the skills enabling them to get a job, advance in their career and achieve more. Here is an opportunity for you to influence our learning programs and experiences designed to build world class capability for customers, partners, employees, and future generations.

Within Worldwide Learning, we reach millions of learners where they are, anytime, anywhere, and deliver experiences that support exploring, learning, practicing, and proving their skills. The diversity of our program offerings and ecosystem involves multiple customer audiences and ensuring customer success and delight requires a holistic view of the end-to-end customer journey and the importance of customer support in serving customers and building trust at every step in their learning journeys.

As the Customer Success Program Manager, you will partner across Microsoft and Worldwide Learning teams to proactively define business processes, policies, and solutions that keep customers from needing support, and to define reactive strategies that ensure the support experience, when needed, is discoverable, modern, seamless, and of high quality. This is a unique opportunity to modernize and shape the support experience to go beyond break/fix and drive added value and trust and voice of the customer.

Responsibilities

In this role, you’ll partner with engineers, program managers, analysts and leaders across many teams to:

  • Deeply understand the customer journey across all audiences and programs

  • Drive the design, development and execution of end-to-end support programs, policies, processes, and tools

  • Identify the root causes of customer challenges and anticipate future needs; translate insights into opportunities and develop data-driven proposals for improvement and prevention

  • Define business requirements for end-to-end support scenarios, contribute to prioritization activities, and collaborate to deliver success, tell the story, manage outcomes, and drive learnings into future investments

  • Contribute to building a team culture of curiosity and growth, customer focus, and an environment that enables everyone to realize their full potential

Qualifications

To be successful in this role, you must have strong verbal and written communication skills, a positive attitude, and the creativity to tackle hard, ambiguous problems in innovate ways. You also thrive in a team environment that values cross-team collaboration and building on the success of others.

Basic Qualifications:

  • 7+ years experience managing/leading/driving projects, programs, or products

  • 3+ years of progressive experience in support operations or customer support program management focused role

  • Passion for quality with strong customer empathy and focus

  • Ability to develop, foster, and maintain effective relationships built on trust and egoless collaboration; and to listen, communicate, influence, and collaborate across boundaries at all organizational levels

  • Ability to manage ambiguity in an evolving and dynamic environment and create clarity

  • Ability to make effective decisions based on business needs and constraints; demonstrate a pragmatic approach to solving complex problems with a bias for action

  • Ability to respond flexibly in time sensitive situations

  • Ability to influence without authority and balance thought leadership with execution

  • Strong problem solving, technical, and data analysis skills

Preferred Qualifications:

  • A history of inter-team partnerships, working closely across teams to help find common goals, orchestrate the complex to be simple, and operationalize efforts

  • Experience with Agile engineering methodologies

  • Familiarity with Azure Dev Ops, Dynamics, or related customer support ticketing systems as well as Excel, Power BI or related reporting and data analysis tools

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at https://careers.microsoft.com/us/en/accommodationrequest .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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