Senior Finance Manager – Customer Service & Support Finance

Are you obsessed with Microsoft Customer Experience? Are you looking for ways to influence how our company interacts with millions of customers around the globe? Don’t look any further. This job opening in worldwide Customer Service & Support (CSS) to Finance offers you the opportunity to work closely with superior Senior leaders in CSS to influence the support experience across ALL Microsoft Customer Solution Areas.

CSS is comprised of resources providing professional support services across ALL Microsoft’s products in 191 countries and 46 different languages!  The team manages over 37 million interactions annually across commercials, consumers, advertisers, developers, and support partners.  CSS costs impact every reporting segment of Microsoft, with regular cross-company collaboration with Corporate Finance, Engineering, Marketing, and Product Finance teams.

Join us as Senior Finance Manager – Customer Service & Support Finance, where you will have tangible impact on a growing organization within Apps & Infra Solution area, getting things done across large and diverse global teams and developing practices that streamline the business and drive results. This is an exciting opportunity to join the team as we transform support using AI by enabling Copilot in Microsoft Dynamic 365 Customer Service and experimenting & leveraging several other ways to enable quick resolution of cases, increase self-help & deflection thereby revolutionizing Engineer productivity & customer satisfaction across all channels. The role will exercise and develop your general management skills, partnering with and supporting people across all levels.

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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

 Success attributes critical to the role include:

• A passion to influence cross-functional teams to drive the business.
• Commitment to build and drive an inclusive environment where people can do their best work.
• Bias for action and ability to drive results through business partnership and influence.
• Motivation to solve complex business issues and land scalable solutions to drive long term impact.
• Effective collaboration and communication skills across teams at all levels of the organization.

Business partnership:

• Lead with a “One Microsoft” mindset through effective collaboration across CSS & Engineering leaders, and a diverse group of other stakeholders – Resource Planning team, business managers, and cross-company finance for long-range planning (LRP), Budget & chief financial officers (CFO) forecasting.
• Be a trusted advisor of the leadership team, driving differentiated customer experiences. In liaison with your business partners, build and implement strategic initiatives as well as promote sharing/adopting best practices.
• Partner with stakeholders to ensure execution and tracking of expected efficiencies from deployment of Copilot feature, Intelligent assignment & routing of cases, expansion of chat modality as part of the End-to-End support transformation initiative across CSS & Engineering.
• Own partner resource planning for Azure; lead review of key partner key performance indicators (KPIs) to drive insights that enable business decision making.
• Provide financial perspective to executive business leaders to define and enable solutions in support of critical strategic and financial initiatives such as “Customer cohort strategy” or “Partner first strategy” to maximize return on investment (ROI). Gain commitment with stakeholders to align strategy execution and mitigate risk.

Financial analysis:

• Lead analytical review of performance against plan/forecast and drive insights across variety of metrics (eg: cost per incident, cost per head, geographic and resource mix, attrition, recruiting velocity, and vendor investment).  Proactively recommend a course of action to optimize the cost of support.
• Create a framework for assessing impact of Support metrics/ Experience on Consumption acceleration and leverage that to track performance, help leadership team make investments that maximize ROI for Microsoft.

Finance rhythms of business:

• Lead the financial rhythm (budgeting, workforce planning, resource allocation ass