Customer Experience Manager at Microsoft

, , United States -

Full Time

Start Date

Immediate

Expiry Date

19 Mar, 26

Salary

188400.0

Posted On

19 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Program Management, Consulting, Change Management, Project Management, Customer Engagement, Relationship Management, Analytics, Business Planning, Strategic Insights, Cross-Functional Collaboration, Communication, Implementation Planning, Business Strategy, Customer Satisfaction, Executive Engagement

Industry

Software Development

Description

Overview With 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 Global Customer Experience (GCX) organization empowers Microsoft to deliver transformative customer and partner experiences through planning, co-creating, executing, and driving adoption of our Customer Experience (CX) strategy. Our bold ambition is to see Microsoft recognized as the CX leader across industries. Join us today to be at the forefront of CX strategy, innovation, and to deliver business value through prioritized CX improvements and customer obsessed culture at scale! The GCX Strategic Programs Team is responsible for leading strategic initiatives and ensuring measurable impact is achieved in our customer experiences. As a CX Manager, you will execute multiple cross organizational strategic programs focused on transforming the experience for our customers across Microsoft. This is a high impact and high visibility role that will drive strategy development, design, and business execution of strategic programs along with enabling ongoing high frequency executive engagement. Collaborating across multiple teams including Sales, Marketing, Engineering, Operations, Services, Finance, and more are an essential part of the job. This role is flexible in that you can work up to 100% from home. 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 CX Management / Program Management: Understand customer experience trends and emerging differentiators across the industry ecosystem. Identify, share, and leverage strategic insights to inform business plans and strategic program development. Identify and develop opportunities to drive customer satisfaction. Own execution of cross company strategic programs, create detailed implementation plans and lead implementation directly and through other leaders/organizations. Drive influence and impact through others. Develop business capabilities to enact strategy; turn business problems into thoughtful business requirements and oversee execution/development. Partner to drive cross-discipline initiatives, including key issues analysis and recommendations. Create concise and impactful written presentations and targeted communications as required to drive new strategies. Develop and use key cross-functional business outcome measures, tools, and process in partnership with other teams to understand results and drive customer and business success. Other: Embody our culture and values Qualifications Required/minimum qualifications Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 4+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience. Additional or preferred qualifications Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience. Do you have 4+ years of experience in program management in management consulting, strategy, business planning or marketing, ideally in the technology or customer experience sector? Customer Experience IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Customer Experience IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay 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, read more about requesting accommodations.

Responsibilities

As a CX Manager, you will execute multiple cross-organizational strategic programs focused on transforming the experience for customers across Microsoft. This role involves driving strategy development, design, and business execution of strategic programs while collaborating with various teams.