With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. 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. As a **Director of Supportability,** you will be a leader in an organization that is pivotal to anticipate, understand and solve product or supportability issues and drive a great Microsoft customer support experience. You will own the relationship to Engineering Leaders and other senior product experts across the company to identify opportunities to improve Microsoft products and enable teams to envision & create self-serve capabilities, diagnostic tools and automation capabilities. This opportunity will allow you to accelerate your career growth and hone your product and leadership skills. You will develop deep technology industry knowledge and become adept at leading an organization of diverse teams. 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** • People Management: You lead an organization of product experts that drive product and support improvements by practicing leadership principles, enabling a culture that drives accountability and helps attract/retain great people. • Identification and Prioritization: You will develop processes for identifying issues and risks, sharing strategic insights with team members, and acting as an evangelist for risk identification. The focus is on aligning objective key results for teams, ensuring team participation in meetings, and fostering collaboration with development teams. • Presenting Issues and Risks: You influence product/program direction by establishing connections and risks across products, programs, and services. You serve as a trusted advisor, ensuring issue resolution across product groups. • Mitigation Management: You identify strategic directions for mitigation and guide the team in adopting effective approaches. You set best practices and manage self-help platforms. You also address current trending issues and past pain points. • Opportunities: You champion new opportunities and hold stakeholders accountable for leveraging existing ones. You generate enthusiasm around new products and solutions, impacting customer satisfaction, revenue, and loyalty. • Data and Taxonomy: Leveraging team-provided data, you communicate business impact and identify key insights. You contribute to strategic alignment and goals and participate in discussions with engineering groups. • Strategic Alignment and Goals: You own the identification, development, and creation of strategic alignment and goals. You lead strategic discussions with engineering groups as needed. + Other: Embody our culture and values **Qualifications** **Required Qualifications:** + 12+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis) + OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 10+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis) + ORMaster's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis). + 3+ years people management experience. **Additional or Preferred Qualifications** + 16+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis + OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 15+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy + OR Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 12+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis). + 7+ years of technical support-related experience (eg, Customer Support) + 5+ years of people management experience + 7+ years’ experience in program management or technical program management + 7+ years’ experience in data analysis and visualization (eg, Power BI) + 3+ years’ experience in training content development and/or training delivery + MCT (Microsoft Certified Trainer) or equivalent certification (eg, AI-900) + 5+ years of experience in instructional design + 3+ years’ experience working in domain area (eg, Customer Support, Technology) + 1+ years of experience leading AI-driven initiatives and converting complex AI strategies into business value + 5+ years of experience delivering executive-level communications and presentations + 5+ years of experience him influencing cross-functional teams and driving results in ambiguous or dynamic environments Supportability M6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 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 Microsoft will accept applications for the role until April 14, 2025 Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .