Microsoft Corporation U.S. Customer & Partner Experience Area Lead in Chevy Chase, Maryland
Customer and Partner Experience (CPE) is a key priority at Microsoft and part of Microsoft’s overall Values and Tenets. Strong CPE is critical to meeting our short- and long-term business goals including winning against the competition. The US CPE Area Lead is one of very few roles in the company responsible for looking end to end across all of Microsoft’s products, services, segments and programs. By doing so, CPE Leads can see trends that enable us to solve problems and address opportunities that help us sustain and grow revenue and compete more effectively. It is critical that this person be able to synthesize large amounts of data that in turn become key insights and actions to execute and track. CPE Leads own listening to the voice of customer, partner and field through a breadth of listening systems. This role also drives awareness with local and global leadership teams to address challenges and remove sales blockers.
This position is a Manager role that has strong dotted-line management responsibilities across Worldwide (WW), CPE, Business Groups (BGs), US Segments and other CPE Area leads.
Drive Customer & Partner Experience (CPE) culture and accountability to improve satisfaction and champion our transformation to a services and devices company. Create an “always-on” customer & partner-obsessive culture where employees are customer advocates, empowered to drive change and rewarded for their actions. Ensure CPE accountability lands across all roles.
Drive local Customer & Partner Experience (CPE) strategy, planning, and Rhythm of the Business (RoB) in partnership with local Subsidiary/Area leadership throughout the year ensuring CPE is a key focus area in day to day business management.
Listening Systems & Research: Leverage Voice of the Customer (VoC) listening system insights to identify/resolve customer concerns, use insights for planning/improvement and ensure quality execution of surveys. Drive year over year change based on customer and partner feedback. Lead the efforts to focus on obsessing about our customers and partners.
CPE Improvement / Transformation Projects: Identify and orchestrate improvement projects that will help Microsoft improve / transform Customer and Partner Experience (CPE) and increase share in key areas of concern. Actively participate in the CPE Community.
Collaboration and team building across all levels of leadership
Oral and written communication skills
Interpersonal, relationship-building skills
Analytic thinking with attention to detail
Organizational agility and leadership; executive presence
Drive for results in the face of obstacles
Working and collaborating with and across large and complex organizations internally with people across Marketing & Operations (M&O) and non-M&O teams in the US Sub and WW
Ability to create a vision and land it across the organization and drive execution through others
Ability to think strategically, convey vision and align stakeholders leading to strong execution and delivering results
Skilled at balancing multiple factors to influence leaders about what changes are appropriate for the business
Ability to connect pragmatic operational issues with the strategic “big picture”
Education, knowledge and experience in broad-based business management
6+ years of experience in program leadership of customer, partner or client satisfaction measurement and improvement
2+ years of experience tracking, understanding and driving improvements based on customer, partner or client feedback
5+ years of people management, both direct and in-direct, hiring, developing and retaining top talent
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 (https://careers.microsoft.com/us/en/accommodationrequest) .
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