Overview

Are you obsessed with the 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 WW CSS Finance offers you the opportunity to work closely with Senior Leaders in CSS (Customer Service & Support) 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 commercial, 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 Finance Manager – CSS 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 across all levels.

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 senior CSS & Engineering leaders, and a diverse group of other stakeholders – Resource Planning team, business managers, and cross-company finance for LRP, Budget & 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 several Lines of Business within CSS; lead review of key partner KPIs to drive insights that enable business decision making.
• Provide financial perspective to senior 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 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 assessment, forecasting, monthly close, etc.). Communicate required deliverables clearly and facilitate reviews with senior leaders in a timely manner.
• Controls and compliance: Lead a culture of financial compliance, ensuring strong internal controls are in place.

Leadership/Cross-Group Collaboration:

• Exhibit Leadership skills proactively driving and delivering high-impact results through both individual and v-team effort
• Growth Mindset advocate/role model and passionate about team health.

Qualifications

Required/Minimum Qualifications:

• Bachelor's Degree in Business Administration, Accounting, Finance, Economics or related field AND 4+ years of post-graduate financial analysis, accounting, controllership, or finance work experience
  • OR Master's Degree in Business Administration, Accounting, Finance, Economics or related field AND 2+ years of post-graduate financial analysis, accounting, controllership, or finance work experience OR equivalent experience.

Additional or Preferred Qualifications:

• Understanding of the technology industry, particularly in commercial cloud services & business models.

Financial Analysis IC3 - The typical base pay range for this role across the U.S. is USD $76,800 - $151,900 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 $100,800 - $168,000 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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.