Support Planner - Microsoft Advertising

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.Microsoft Customer Service and Support (CSS) help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of who deliver world class services, earning customer confidence, trust, and loyalty by improving the overall customer and partner experience. Microsoft Services also works as a customer advocate to drive customer-centric product improvement. We are seeking a strategy-focused, results and execution driven individual to join the Microsoft Advertising Services & Support Team (MAST) as a Support Planner in our Support team. Microsoft Advertising is a world-wide advertising marketplace that enables Advertisers to meet their business objectives through search advertising. Our organization provides reactive and proactive customer support so businesses can get the most out of their advertising investment.ResponsibilitiesAs the Support Planner, you will provide online product, platform and process support, guidance, training and mentorship to the Delivery team and our Delivery Partners worldwide driving quality standards. You will work directly with the Service Delivery Manager (SDM), Delivery Managers, Readiness PMs and be part of a Support Excellence team fostering cooperation, open communications channels, identifying areas of opportunity and driving these improvements through. As such, you will act as an overall product and process SME for the Support team across a variety of areas and ensure new releases land with excellence ensuring advocates have everything they need to support the customer. You will drive customer loyalty and assist the Delivery Partners to ensure consistency and quality in every customer’s experience. You will communicate and coordinate with other Support team members to share best practices and to maintain consistency where appropriate and actively collaborate with our Partners and other teams to provide product feedback to Partners and other key stakeholders. You will evangelize working with other groups and teams into gain fast resolution reducing customer effort. Driving process improvement through innovative design and execution working closely with partners globally. Ownership of Go to Market product feature releases ensuring agent readiness and resources are available. Diagnosing customer problems systematically, generating alternative solutions, and providing recommendations that support the customer's needs Effectively understanding customer and internal issues, including their relative urgency, and demonstrating effectiveness in aiding resolution by using knowledge of internal resources to obtain definitive answers for customers Drive programs of work to associated with driving continuous improvement. Support Engineering or partner pilots, experiments and proactive outreaches to test new releases. Managing technical readiness of self through training, analysis of support trends, and information and intellectual-capital management Engaging in and managing support processes to achieve a high level of efficiency and effectiveness Achieving operational goals in business operations activities Collaboratecoordinate with Delivery Management across all new productprocesspolicy releases Delivering and collaborating on new and existing training Driving resolution rates and associated KPI’s globally.QualificationsRequired Qualifications: 4+ years of work experience in or with contact centers with a distinctive record of achievement and impact, focusing on the following areas: operations program management, process improvement, and performance improvement. 4+ years' experience in the application of continuous improvement programs (example: Operations Transformations, Lean Six Sigma, COPC).Preferred Qualifications: An understanding of the online advertising industry, its players, and technologies is a great advantage as is a Microsoft Advertising or Google Ad Words accreditation. Unrelenting focus on driving results Proven track record as a consistent top performer Experience of forging strong and positive relationships across organizations and levels Consistent history of successfully leading complex, cross-organizational initiatives Experience of simultaneously managing a large number of work streams with great attention to detail Experience in working effectively within complex and ambiguous environments Immense passion for the customer experience Strong verbal, written and presentation skills Demonstrated cross-group collaboration across multiple groups Passion for driving product, workflow, content and policy enhancements that benefit consumers Demonstrate ability to remain calm and professional during situations of high sensitivity and urgencyMicrosoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.