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Resource Manager

3 months ago

Toronto, Ontario, Canada Microsoft Canada Full time
Overview

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.


The Customer Success Resource Management team is part of the Global Customer Fulfilment (GCF) as a global function, under Microsoft CE&S organization, to own and manage resourcing for the Customer Experience & Success /Customer Success Unit (CSU) organization. Our team is responsible for efficiently and effectively staffing billable resources to deliver customer outcomes and enable Business Opportunity Proposal (BOP) to achieve its financial and customer satisfaction goals. We do this by enabling the staffing of technical resources across areas, and provide strategic workforce planning recommendations to the field management team through the continuously evolving BOP Americas Rhythm of the Business (RoB).

We are hiring a Resource Manager in Americas Time Zone (ATZ). Our Resource Management (RC) team is partnering across all areas in ATZ as well as Global pools, but the concentration for this role is partnering with the Canada business, including Canada cleared. This position will require being able to pass clearance requirements in Canada.

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.

Qualifications

Required/Minimum Qualifications:

· Bachelor's Degree in related field AND 4+ years experience in consulting, client/project management, services delivery, or business development

o OR equivalent experience.

Other qualifications:

  • This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports local Canadian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.
  • Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Additional or Preferred Qualifications:

  • Extensive years of business experience in a global team setting within Professional Services/Customer Support organizations
  • Relevant industry & technical knowledge, self-motivated & result-oriented
  • Comfortable with hands-on operations (including but not limited to daily staffing transactions, escalations, reporting, and data analysis) in a fast-paced matrixed organization
  • Solid experience applying analytical methods to business problems, presenting the story behind the data in a structured way, and driving improved decision-making and outcomes
  • Passion for automation and innovation
  • Ability to manage ambiguity in an evolving and dynamic environment and the ability to challenge stakeholder requirements and drive good trade off decisions
  • Attention to detail and the ability to balance and prioritize multiple tasks to reach results within deadline

Resource Deployment IC3 - The typical base pay range for this role across Canada is CAD $77,200 - CAD $147,100 per year.

Find additional pay information here:

Microsoft will accept applications for the role until August 19, 2024

#CES #GCS

Responsibilities

This position is responsible for making prioritized staffing decisions, navigating through technical, political, and organizational complexity, and resolving conflicts to drive customer satisfaction. Achieving utilization and bench targets, fulfilling demand for Cloud Solutions Architect within defined service levels, maintaining data integrity throughout the resourcing process, and highly capable of converting the daily operations into strategic insights while providing sound business recommendations are core requirements for the Customer Success Resource Manager role. The role will also be the strategic resourcing partner with the field managers in resolving escalations, and assessing individual engineer skills, and provide recommendations/guidance for developing engineer readiness plans with Customer Success Unit (CSU) management team, in order to increase the skills to meet the demands of the business.

The Resource Manager is a trusted advisor to area CSU management team, as well as a member of their extended team, ensuring constant understanding of the business needs and insights in order to provide timely staffing advises. This role is ultimately responsible for formulating and implementing our resource strategies across the aligned areas, with aspirational alignment as the ATZ virtual lead in assigned focus. Persons in this role shall demonstrate and maintain partnership across all levels, business acumen, and the ability to formulate and execute a detailed plan to meet business goals and customer needs. In addition, the ability to be flexible, take on challenges outside of current knowledge, and skill sets to meet Microsoft Customer Experience & Success (CE&S)/CSU evolution will be critical to achieve success.

Other

  • Embody our culture and values