Support Planner
Location:
Irving , Texas
Posted:
October 19, 2017
Reference:
1061659
Do you have a passion for the customer experience? Is your first instinct to ask, ‘How will this impact our customers”? Do you love finding the “best of the best” in the market and bringing those learnings to the table? Do you love working with others to ensure a feature lands perfectly after hard work and collaboration? Are you data driven?

Customer Service and Support (CSS) can be a critical differentiator for companies and especially those that have customer obsession. As a company that didn’t start as a retailer or selling direct to consumers, we still have millions of contacts from customers annually due to purchase and billing experience not going as planned. As part of our team, to help customers achieve more in a mobile and cloud-first world, you will be part of driving world class support strategies that creates fans of Microsoft. You will achieve this through a deep understanding of our various customers' support needs and expectations, a thorough knowledge of our competitive landscape and best practices, the ability to analyze data and draw insights and a natural inclination to work collaboratively and with a growth mindset.
Support Experience PMs on the Consumer Commerce, Identity and Membership team spend time walking in the customer’s shoes, by traversing our stores portals, account.microsoft.com, support.micrsoft.com, search experiences and interacting with support agents. Support experience PMs need to deeply understand the challenges our customers face when looking for a resolution to issues purchasing, returning, managing their subscriptions, understanding charges, etc. and be able to map the customer support journey, highlight breakpoints and recommend fixes and mitigation that lead to self-resolution of issues or quick and effective assisted support with first call resolution and high net satisfaction.

Responsibilities
•Design the self-help or assisted support experience for Microsoft customers who need help with purchasing, billing, returns, subscriptions, payment method questions, etc. This role will specifically have ownership for the support experience for all new and releasing product and capabilities.
•Understand internal and external support experience landscape by evaluating current experiences
•Grow and maintain a deep knowledge of industry and competitor support experiences.
•Document the intended customer-facing support experience for every scenario in the Support plan, for use by cross-CSS readiness teams.
•Engage key stakeholders across CSS and the company to gain agreement on the intended experience, secure budget, and drive Go-To-Market readiness activities to execute the plan.
•Through rigorous experience reviews, inspect the outcomes/ROI for each support experience.
•As new offerings and product changes rollout, update and refresh end-to-end processes. Partner with Product Experience PMs (Supportability), agent enablement PMs, and Service Delivery to ensure effective handoff and execution excellence.
•Effective stakeholder communication and rhythm of the business (release timing, schedules, etc.) management
•Comfortable, effective and still moves forward in the face of ambiguity.
•Ability to make decisions based on data that changes and flows continuously
•Track and review low satisfaction in customer surveys and non-first call resolution issue types and partner with Service Delivery and tools team to define mitigation to close those gaps
•Understand and make recommendation to optimize who we deliver support across our various suppliers
•Successfully onboard new business into the consumer Customer Service eco-system

Key Deliverables:
•Support Plans
•Risk and Issue Tracking
•Synthesized Market Research and Opportunity Identification
•Innovative strategies to shift support needs LEFT of assisted support
•Documented supplier and support modality eco-system across the consumer customer service business
•Customer Support Journey Maps
•Monthly Business Reviews


Knowledge, Skills and Experience:
•Strong self-starter, insatiable curiosity, learns by doing
•Bias for action resulting in month over month progress
•Strong PM skills to drive ideas to solutions (removing the roadblocks)
•Strong analytical ability and effective at using multiple data sources to drive change
•Proven strategic thinking and orchestration of complex business planning
•Strong knowledge of how to use market intelligence and competitive landscape information
•Proven project management skills
•Demonstrated cross-group relationships creation and management a necessity
•Strong verbal, written and presentation skills leading to effective storytelling
•Demonstrated ability to deal with ambiguity
•Passion for driving product, workflow, content and policy enhancements that benefit consumers
•4+ years of Customer Service or Support experience
•Previous call center experience (nice to have)
•Strong background in consumer eCommerce, gaming, entertainment or transferable experience (desired)
•Proficiency with Microsoft products (Office suite), comfort with spreadsheets and pivot tables, collaboration sites (Teams, SharePoint) and bug databases and toolset (TFS and Product Studio), knowledge and comfort with MST and ASD an added bonus.

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com.

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