Introduction to Microsoft and the Customer Experience & Success Organization
Microsoft is a global leader in technology, empowering every person and organization on the planet to achieve more. With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is at the forefront of delivering a differentiated and connected customer experience. The CE&S organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience, focusing on building trust and confidence with every person and organization. Within CE&S, the Customer Service & Support (CSS) organization plays a critical role in delivering a seamless support experience, helping customers and partners resolve their issues quickly, prevent future problems, and demonstrate new ways to achieve more from their Microsoft investment.
About the Security, Compliance, Identity and Management (SCIM) Organization
The SCIM organization is a key part of the CSS team, created to further enable Microsoft's collective Security strategy and handle critical customer needs from start to finish. As customers face new and complex challenges in keeping their data protected and secure, the SCIM Support Planning team is seeking a Senior Support Planner, Security & Compliance to own and lead planning for the Security & Compliance support business. This role is an exciting opportunity to make a significant impact on the customer support experience and contribute to the growth and success of the SCIM organization.
Key Responsibilities
As a Senior Support Planner, Security & Compliance, you will be responsible for:
- Leading planning for the Security & Compliance support business, analyzing large data sets to produce volume forecasts, and developing strategies to meet customer needs
- Collaborating with cross-functional teams, including customer service, market research, and analysis, to drive business outcomes and improve the customer support experience
- Managing cross-functional deliverables in a fast-paced environment, demonstrating the ability to lead initiatives, build trust, and influence change across multiple levels of the organization
- Defining and sharing clear and concise recommendations/solutions with internal and external stakeholders, utilizing compelling communication skills and cross-group collaboration
- Working closely with the SCIM team to develop and implement support plans, ensuring alignment with Microsoft's Security strategy and customer needs
Essential Qualifications
To be successful in this role, you will need:
- 8+ years of technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, market research, analysis, workforce planning, or related experience
- OR a Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, or a related field, AND 5+ years of technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, market research, analysis, workforce planning, or related experience
- 1+ years of experience analyzing large data sets to produce volume forecasts
- Ability to meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check
Preferred Qualifications
Preferred qualifications include:
- 2+ years of experience in workforce planning, customer service, market research, or analysis for a technical discipline
- 2+ years of large-scale project management or project planning
- Experience working in a software security and/or privacy context
- Experience managing cross-functional deliverables in a fast-paced environment
- Demonstrated ability to lead initiatives, build trust, and influence change across multiple levels of the organization
- Cross-group collaboration and compelling communication skills, with the ability to define and share clear and concise recommendations/solutions with internal and external stakeholders
Skills and Competencies
To excel in this role, you will need to possess:
- Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop strategic plans
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders
- Strong leadership and influencing skills, with the ability to lead initiatives and drive change across the organization
- Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines
- Strong customer focus, with a passion for delivering exceptional customer experiences
Career Growth Opportunities and Learning Benefits
At Microsoft, we are committed to helping our employees grow and develop in their careers. As a Senior Support Planner, Security & Compliance, you will have access to:
- Opportunities for career advancement and professional growth, with a focus on developing leadership and technical skills
- Comprehensive training and development programs, including workshops, conferences, and online courses
- Mentorship and coaching from experienced leaders and professionals in the field
- A culture of innovation and experimentation, with the freedom to try new approaches and solutions
Work Environment and Company Culture
At Microsoft, we are proud of our inclusive and diverse work environment, with a focus on:
- Empowering every person and organization to achieve more, with a commitment to diversity, equity, and inclusion
- Creating a culture of belonging, where everyone can thrive and contribute their best work
- Fostering a growth mindset, with a focus on continuous learning and development
- Encouraging collaboration and teamwork, with a emphasis on cross-functional partnerships and stakeholder engagement
Compensation, Perks, and Benefits
As a Senior Support Planner, Security & Compliance at Microsoft, you can expect:
- A competitive salary, with a typical base pay range of $101,200 - $194,800 per year (depending on location and experience)
- Comprehensive benefits package, including health insurance, retirement savings, and paid time off
- Opportunities for bonuses and stock awards, based on individual and company performance
- Access to exclusive employee discounts and perks, including discounts on Microsoft products and services
Conclusion
If you are a motivated and experienced professional, passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for the Senior Support Planner, Security & Compliance role at Microsoft. With a commitment to diversity, equity, and inclusion, and a focus on empowering every person and organization to achieve more, Microsoft is an exciting and rewarding place to work. Apply now and take the first step towards a challenging and fulfilling career with a global leader in technology.
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