- Fluent in both French and English, spoken and written.
- Proven self-starter with a strong desire to learn and make an immediate impact.
- Prior experience in a customer care or consulting role, ideally involving e-commerce.
- Proven experience managing multiple, concurrent responsibilities with international scope and delivering quality on-time results in a fast-paced environment, as per success metrics.
- Strong presence, particularly in dealing with difficult customer-facing problems and proven experience interacting with internal and external senior leaders.
- Prior experience working with engineering and design teams (developer, UX, product managers).
- Previous industry experience in Sovereign/Government.
- Experience using Azure DevOps, Jira or other PM tools. Creating user stories and running initiatives using Agile and SCRUM methodologies.
- Sales engineering experience with (or knowledge of) e-commerce or complex IT solutions.
Customer Experience Program Manager - Dublin, Ireland - Microsoft Corporation
Description
Are you passionate about partner/customer experiences, delivering delight and being part of a high-performing team with the acumen to drive impact with business and technical stakeholders? If so, our Commerce Customer Voice (CCV) team in the Cloud & AI division may be your dream job
We're looking for a self-starter with strong communication skills (French speaking) who can influence decisions across diverse audiences and all levels of leaders involving e-commerce user experiences, new features, and operational excellence. You'll shape the end-to-end user experience while ensuring we deliver delight for Azure, M365 and D365 cloud-based services with sensitivity to global and local partner/customer needs.
This role requires a lifetime learner who has a proven ability to think strategically, logically and with empathy about business, product/service, and technical challenges. You'll lead Voice of the Customer (for French Sovereign Cloud) innovation and navigate constraints to solve problems with data driven methods & creative solutions.
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.
Responsibilities
French Sovereign Cloud
Design and influence the French Sovereign Cloud experience for our Partners and their customers. Collaborating with peer CCV teams to implement standardized experiences across all global clouds.
Voice ofthe CustomerInsights:
Investigate & analyze multiple data sources to identify and drive initiatives that maximize customer satisfaction and service levels while reducing support case and internal escalation volumes, as per OKRs/KPIs.
Establish direct communication with French partner team to solicit their feedback on the key experience requests and improvements they would like to see implemented through Microsoft programs and platforms.
Empower Downstream Teams
Identify workloads that teams can be empowered to deliver, reducing the time cases are open and improving CSAT. Develop a plan and timeline, as well as secure agreement with the downstream teams to deliver the empowerment project. Monitor and report on the quality of the delivery and the impact of the results on a weekly basis.
Internal Partnerships:
Develop and maintain key partnerships with internal Engineering teams and Support teams to ensure we are influencing development planning and prioritization setting. Ensuring we are identified as a key team, bringing the voice of the partner, as well as data to ultimately deliver great experiences.
Project/Program Management:
Identify and drive continuous improvement initiatives focused on delighting customers and partners through a virtuous learning cycle.
Establish and lead the implementation of best practices within the team to ensure we deliver quality projects with impactful and tangible results.
Microsoft New Commerce Experience:
Understand the design of new features and commerce services to predict how they impact partner/customer satisfaction and future support volume drivers to proactively prevent problems where possible and design/implement contingency plans or corrective actions that optimize Objective & Key Result (OKR) success metrics.
Qualifications
Required/Minimum Qualifications * :*
Preferred/Additional Qualification:
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ) .