Overview
MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
Team Leadership: Lead, coach, and develop a team of support engineers to deliver consistent, high-quality customer outcomes.
Performance & Growth: Set clear expectations, provide regular feedback, and support career development for direct reports.
Customer Escalation Management: Own critical customer escalations within the team, ensuring timely resolution and clear communication.
Operational Excellence: Monitor team health metrics (CSAT, backlog, readiness) and drive continuous improvement in processes and quality.
People & Culture: Foster an inclusive, engaged team environment and champion org-wide initiatives (AI-First, Customer Obsession, Readiness).
Cross-Functional Partnership: Collaborate with peers, engineering, and leadership to remove blockers and align team priorities with business goals.
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
People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people.- Response and Resolution: You manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks.
- Readiness: You ensure your team has the technical skills required to provide a great customer experience.
- Product/Process Improvement: You ensure your team understands the product feedback cycle and participate in case triage meetings. You identify the right resources to implement automation or tools.
- Business Integration: You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.
Qualifications
Required Qualifications:
Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience
OR 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience
OR equivalent experience
1+ year(s) of experience of managing people
Language Qualification
English Language: fluent in reading, writing and speaking.
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.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process.
