Job Description

They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical and subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical and subject matter expert mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.

• Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures)
• Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME))
• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working
• Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)
• As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
• Provide Frontline Technical or Sales Operations Oversight to Delivery Partners
• Provide Frontline Operations Metrics Oversight
• Participate in DP ROB (WBR, QBR, MBR)
• Participate in Product Group Triages (coordinated with Eng. and Service TAs)
• Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU) Drive Down Speed or Time to Competency for DP Resources
• Participate in Technical and SME Interviews for New PTA Hires
• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
• Run Non-Top Box and Deviation Analysis (including Approval)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.

Required Knowledge, Skills, and Abilities

• Hands on experience with sales/pre-sales or customer retention, minimum 3 years
• Deep operational experience working with supplier’s day to day
• Understanding of Microsoft 365 services & how businesses can apply them
• Proven experience in resolving customer and supplier issues
• Ability to collaborate and build relationships with internal stakeholders and vendors/suppliers
• Experience of working across different industry segments
• Ability to identify opportunities for improvement in performance and processes
• Analytical skills and Drive Results through Influencing
• Has exceptional verbal and written communication skills
• Self-motivated, independent thinker who can deal with ambiguity
• Previous experience with services delivery desired