Senior Support Escalation Management
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Sep 04, 2025 | |
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OverviewWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.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 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. Advocacy & Customer Trust (ACT) delivers connected support experiences to our customers to gain and keep their trust.Our Senior Support Escalation Management (Service Manager) function is positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer's reactive support landscape and improve operational health. As such you will manage a team of these individuals supporting some of the world's largest companies, public sector depts and not for profit organisations pursuing strategic activities, and utilising Microsoft technologies to modernise their business.We create an environment where you can do your best work and build a career both in the Service Management function as well as the wider Microsoft organisation. As your interests and goals evolve, we will enable you to connect you with a diverse, thriving community that can help you grow. 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.
ResponsibilitiesCollaboration:Identifies systematic patterns across issues and leverages internal relationships to resolve trends across customer incidents and remove systematic barriers. Resolves strategic issues with other functional leaders to ensure existing processes are not a blocker to customer issue resolution across the function. Provides expert direction to Support Escalation team members on how to handle highly complex cases.Promotes the development of networks and provides guidance on leveraging relationships across teams on a case-by-case basis to remove roadblocks. Maintains global perspective to inform the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the team and escalates as needed.Communication:Oversees and provides guidance to others on conference calls to help others manage customer and field expectations around response and resolution and represent the company. Proactively liaise between their team members and senior leaders, keeping them informed of the response and resolution status of customer issues. Communicates and influences across regions to drive resolution. Ensure alignment internally and externally around customer and field expectations, response, and resolution.Sponsors the development of relationships with internal and external teams and partners and proactively communicates with cross-team leadership on issues with a highly complex scope and coordinates the resources to resolve them. Customer Resolution:Coordinates resources and establishes relationships to drive opportunities across teams and stakeholder groups in postmortem discussions to remediate future issues.Manages the resolution of highly sensitive, political, visible, reputational issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels. Identifies and builds strategic cross-functional relationships with various teams and senior leaders to resolve systematic customer issues by overseeing strategic projects. Provides coaching, mentorship, or support to Support Escalation Managers in the resolution of customer issues.Leads strategic cross-region, cross-group, cross-business, or account team unit (ATU) initiatives by identifying patterns of common customer issues across functions and leveraging the support of other functions to improve the customer support experience for a group of customers or customers that have a global span. Represents leadership as a subject matter expert of a particular area. Identifies and shares best practices across functional teams to support the customer experience.Monitors and provides guidance on strategic projects designed to improve resolution times, customer satisfaction, and support experience, to ensure global consistency across teams and time zones.Drives time zone agenda for team and reviews trends across status updates to customers. Provides guidance on communication with internal stakeholders through various channels of communication regarding highly complex, political, or quality-based issues. People Management:Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model: Live our culture. Embody our values. Practice our leadership principles. Coach: Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn. Care: Attract and retain great people. Know each individual's capabilities and aspirations. Invest in the growth of others. Process Improvement:Reviews postmortem executive summaries and identifies patterns across customer issues. Explores best practices across functions to create strategy and gains buy-in from cross-functional leadership to resolve systemic issues.Gathers and consolidates feedback across teams and gains buy-in from cross-functional leadership identify systematic issues and process breakdowns across functions and ensures their resolution/progress. Oversees strategy for process improvements and leads project or workgroup to improve internal processes. Acts as a channel of communication between project owners and internal stakeholders to manage project expectations. Vendor Relationships:Provides guidance to others and oversees relationships with outsource vendors to resolve issues and foster positive cultural and behavioral changes. Other: Embody our culture and values | |