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.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovative solutions that accelerate business value, drive operational excellence and nurture long term loyalty. Within GCS, the Delivery Partner Strategy & Management team, we are focused on enabling and empowering our Delivery Partner ecosystem to deliver a consistent and differentiated customer experience, aligned with CE&S vision, cultivating a foundation of Trust & Partnership.
As a Delivery Partner Manager (DPM), you have accountability for global vendor management operations and relationship management of one or more CE&S Delivery Partners (DPs).
The DPM is a critical business leader who drives strategy, planning, and operations at global scale for CE&S’s global vendor solutions. They oversee four strategy & operations sub-teams who help accelerate growth and provide operational leverage to the global vendor management organization through central leadership of the following:
- Planning & Performance: Workforce Management (WFM), strategic business planning (financial planning, resource allocation & investment), forecasting, quarterly business reviews
- Project Management: planning project management, strategic initiatives
- Agent Enablement strategy supporting Training and Quality Assurance functions
- Operations Excellence: process improvements, systems & tool enhancements, sales and service operations, Quality Control (QA), training and readiness
This individual will be responsible for making data-driven decisions around business strategy in partnership with business stakeholders, leadership, designing and implementing strategy enhancements through our planning process, and leveraging analytics and operational improvements to drive action and improve the productivity of the organization. They will also act as a critical partner to regional sales strategy & operations teams, intaking regional activities and scaling them to a global level through outsourcing leadership.
We are looking for an exceptional business and people leader with strong quantitative, problem solving, communication, and project management skills. The ideal candidate can effectively communicate with executives and collaborate with a variety of people and job functions, accomplishing tasks of high complexity and scope, and can perform professionally in a challenging and extremely fast-paced environment. The ideal candidate will be able to handle highly sensitive, confidential, and non-routine information supporting a rapidly changing organization. We're seeking a leader who can recognize opportunities to drive business growth or improve processes and who can lead a team to bring these ideas to life.
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. 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.
