Sr Director,Mobile Gbl Support - 256557

Are you passionate about cool mobile technology and devices and the exciting opportunities to drive customer and partner satisfaction?
Have you built high performing teams and organizations?
Do you have a passion for service innovation, driving CPE within Mobile Support (Consumer, Partner and Premier)?
Do you have a vision for how support/services can drive CPE, Brand Loyalty, and Market share for Mobile?
Are you an operational expert with an aptitude for creating business value across an organization?
Do have the ability to collaborate, communicate persuasively and motivate others?
Do have the experience and passion for working with external mobile operators to drive market share for Windows Mobile?
Customer Service & Support (CSS) Entertainment and Devices (E&D) is looking for a highly motivated leader who understands the meaning of world-class customer service & support management and has a passion for strategy, operations, managing people, driving continuous improvement and customer value to improve business results.

As GM, Mobile Global Support, you will be responsible for the strategy, operations, design, delivery and optimization of customer and partner experiences for global support across Microsoft’s Mobile Communications consumer and commercial businesses. You will be responsible for strategy development, operational and financial results, business planning and other key projects associated with business execution within Microsoft’s Mobile Support organization. This includes making support a critical strategic asset for Microsoft’s Mobile Communications Business and making it an integral part of the overall customer value proposition. You will be responsible for attracting, developing and retaining a high performance global support team focused on continuously improving the end to end customer and partner experiences, increasing efficiency, quality, value and operational excellence. You will partner with others in the broader support organization, business group product planning, marketing, operations, engineering and external partners to optimize the operations and the customer/partner experiences.
The successful person will have the ability to think strategically at a global level and effectively develop business plans, new offerings, policies, processes and communications that facilitate creating business value. This position will understand customer/partner needs and leverage marketing and operational data to provide strategies, business insights and plans to drive continuous improvement efforts that lead to new levels of customer loyalty, operational efficiency and profitability. This position requires extensive strategic leadership, customer foresight, deep insight, cross-group coordination at all levels, excellent communication skills, and the ability to build compelling business cases for change.

We are looking for self-starters who can work in a dynamic industry, tolerate ambiguity and demonstrate problem-solving leadership with limited oversight. You will be joining a team that is focused on results, works together to solve problems, and is committed to developing people. The individual in this role will report directly to the General Manager (GM), E&D Support and be a key member of the leadership team.

Core Responsibilities:

• Responsibilities include but are not limited to Support operations management, Strategy Development, Relationship Management, and Cross-functional integration. More specifically:
• Working as part of the senior management team to help define, shape, and lead the E&D Support operations group
• Working to lead, define, execute, analyze and optimize operations, products, processes, policies and systems to deliver scalable, seamless e2e world class support operations for all Mobile partners & customers.
• Defining and managing service (SLAs) and support levels for customers and partners.
• Defining key performance goals, metrics and managing all operations and partners to desired results.
• Developing segment operating plans and budgets.
• Driving and continually optimizing performance in the areas of cost, service quality, profitability and productivity.
• Managing people and developing bench strength through providing people with the right experiences, learning, candid feedback, coaching, education and training.
• Lead teams that execute service, support solutions and strategies designed to improve interaction effectiveness, drive customer loyalty and increase customer retention.
• Develop and contribute to support solutions for converged scenarios across the three screens.
• Develop strategic and operational plans for accomplishing major improvements across the business to support world class customer support experiences.
• Work as part of the team to optimize CSS’ ability to resolve customer & partner issues, improve products and services through impactful product feedback, increase revenue and improve contribution margin
• Optimize the support business model to profitably serve and differentiate customer segments

Qualifications & Experience

• The ideal candidate is someone who has:
• Seasoned business professional with multi-disciplinary experience
• Strong combination of operational, strategic leadership and business capabilities
• A true passion for the Customer & Partner Experience
• Business experience initiating, negotiating, and managing partner relationships at strategic level desired.
• Organizational agility and credibility - strong impact & influencer
• Experience in consumer business and support/service operations at scale (high volume)
• Proven track record of achieving results and managing teams in a fast paced environment
• Significant people management (M2+) experience 10+ years
• Exceptional representational abilities; open, confident communicator effective at very senior levels of engagement
• Ability to ramp quickly on new business opportunities and problems
• Experience creating new business value
• 15+ years relevant experience
• Operations strategy and management experience
• Member Management; Customer Loyalty or Relationship Management experience
• Contact Center Strategy and operations experience

• University/college degree - Required
• MBA - Preferred