Senior Support Planner, Security & Compliance

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

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Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish. The SCIM Support Planning team is seeking a Senior Support Planner, Security & Compliance to own and lead planning for the Security & Compliance support business.

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In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

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Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

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This role is flexible in that you can work up to 100% from home.

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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.

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In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

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Responsibilities

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• Lead quality customer support experiences with an understanding of how the support experience benefits and enhances the overall product lifecycle.
• Develop and/or review new support scenarios (e.g., features, customer entry points, capabilities) to identify complex customer experience scenarios that may drive support incidents.
• Build plans in response to new support offerings or improvement opportunities, and identify ways to implement these initiatives.
•  Gather feedback on existing feature/program/product scenarios to identify blockers and creates new approaches to remove them with relevant teams. Identify ways to increase efficiency and/or return on investment (ROI).
• Manage complex stakeholder relationships across product group, engineering, program management, support planners, third-party solution providers and supportability with a clear rhythm of business (ROB).
• Synthesize data sets and leverage status reports, using storytelling and other communication methods to influence stakeholders to communicate issues and improvement opportunities.
• Articulate broader support strategies to stakeholders. Highlight risks and issues through existing and new data sources and reporting.
• Identify new opportunities to drive customer loyalty and return on investment, raise these opportunities to stakeholders for sponsorship and buy in.
• Embody our culture and values

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Qualifications

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Required Qualifications

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• 8+ years' 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 Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, or related field AND 5+ years 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

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Other Requirements

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Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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Preferred Qualifications

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• 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 preferred
• 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, the ability to define and share clear and concise recommendations/solutions with internal and external stakeholders

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Final Details

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Support Planning IC5 - The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $130,000 - $213,200 per year.

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Certain roles may be eligible for benefits and other compensation. Find adittional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

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Microsoft will accept applications for the role until April 30, 2024.

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#CES #CSS #SCIM #CyberDefender

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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.