Customer Services Program Manager

Microsoft

United States Remote

Full time

Human Resources / People

Mar 31

This job is no longer accepting applications.

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world.

To achieve Microsoft’s mission, our Global Talent Acquisition (GTA) Team engages and hires the people who empower the planet. We endeavor to play a vital role in delivering on the promise of Microsoft’s culture and ultimately, are effective in the world, through how and who we recruit. We believe that when recruiting experiences reflect the value and diversity of talented people, everyone can achieve more.

 

Support Services are critical to the overall effectiveness of the recruiting operation across GTA. AskGTA Support services brings the support model and experience to the scale of the global Microsoft employee population as well as potential new hires by providing the platform for end-to-end operational services with responsibilities spanning outsourced assisted support, customer success, listening systems and voice of the customer.

The Customer Services Program Manager will be responsible for driving process excellence, productivity, and impactful customer services practices following Microsoft and aligned with industry standards. The AskGTA team plays a pivotal role in improving the applicants, employee, and managers’ experience by providing timely inquiry resolution support, around various Global and country specific policies and practices. The Customer Services Program Manager plays a leadership role in providing high quality solutions globally, understanding of frequently asked questions, trend support analysis, listening systems deployment and cross-functional collaboration with AskHR services centers. The role is also accountable for maintaining Knowledge base current and updated, key improvement initiatives across a wide range of geographies, CRM queue is optimized, applicants, employees and managers inquiries are responded within agreed SLA’s, Customer Satisfaction scores are above the target scores, provide insights to improve our internal and external customer experience and continuously look for automation opportunities to increase operational efficiency. Solid Customer Services and Recruiting experience is essential.

Responsibilities

Key Responsibilities

Center of Excellence (CoE) Services

  • Participates in the planning and prioritization of Center of Excellence (CoE) programs across a business/geography; ensures ongoing global adoption of programs at scale; ensures that global perspectives are incorporated into the design and implementation of Human Resources (HR) programs in partnership with regional service managers.
  • Oversees global transactional execution to support Global Talent Acquisition through managed service contracts while meeting or exceeding KPIs; ensures supplier teams are fit for purpose and equipped with business continuity plans; negotiates contracts when renewal is required
  • Analyzes global operational metrics to present service performance to GTA leaders, evolve delivery of the service, and ensure quality of data.
  • Oversees the process of gathering and prioritizing tool and process feedback from key operational stakeholders in partnership with program subject matter experts, vendors, and Engineering partners; drives the identification of efficiencies and process improvements for large-scale or high-stakes Human Resources (HR) programs.

 

Project Management

  • Leads the operational, infrastructure, and candidate support analysis during planning stages of new project proposals; interprets data and metrics for stakeholders to influence the management of projects; maintains or improves existing service levels.
  • Applies project and change management methodologies to deploy Human Resources (HR) programs; manages the process of requirements gathering; identifies and resolves risks, issues, and barriers in project execution.

 

Solution Management

  • Leads business analysis on complex issues through listening systems; uses survey responses to understand needs in the context of a program; drives optimization projects and business decisions aimed at reducing costs and improving quality.

 

Operational Compliance

  • Participates in formal risk assessments with Human Resources (HR) stakeholders at the global, regional, and local level to identify, assess, and evaluate risks; makes recommendations to address risks and non-compliance

 

Managerial and Leadership Responsibilities

  • Attracts, Develop, and Retain Talent
  • Delivers Results Through Teamwork
  • Role Model Microsoft Values: Model, Coach and Care
  • Commits to Performance Management
  • Supplier and Vendor Management

Qualifications

Required Qualifications

  • 10+ years Customer Services experience, HR experience, Recruiting experience or industry experience related to role
  • OR Bachelor's Degree in Human Resources, Business, Liberal Arts, Computer Science, Engineering, or related field
  • Experience in contract negotiation and managing performance of outsourced suppliers or large vendor teams

Other Qualifications

  • Critical problem solving at scale
  • Data mining and analysis
  • Quality Management practices experience
  • Effective communication skills
  • Customer Success

 

The salary for this role in the state of Colorado is between $113,900 to $171,500


At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.


Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.

 

 

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.

 

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

Benefits and Perks

  • Industry leading healthcare
  • Savings and investments
  • Giving programs
  • Educational resources
  • Maternity and paternity leave
  • Opportunities to network and connect
  • Discounts on products and services
  • Generous time away


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We're on a mission to empower every person and every organization on the planet to achieve more.

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