Director of Resource Optimization
Microsoft
Director of Resource Optimization
Multiple Locations, United States
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Overview
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.
We are looking for a Director of Resource Optimization to provide thought partnership, best practices, and process improvements for forecasting, capacity planning, and scheduling activities. The position requires being solution-oriented, with a combination of deep business acumen, capacity planning, best practices, and an analytical mindset, to enable tactical workflow planning and proactive responses to service level challenges. The ideal candidate thrives in ambiguity and works with diverse stakeholder groups to build consensus with simple, yet impactful, data-driven solutions.
The ideal candidate is a leader with a demonstrated ability to manage project and workforce capacity; to learn new workforce management methodologies, process mapping, and optimization techniques; and to make data driven decisions for project deliverables. This opportunity requires excellent problem-solving, communication skills, and a strong track record of delivering results. Cross team collaboration, project management, and executive presentation skills are essential.
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 Qualifications:
- Bachelor's Degree in Statistics, Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND 7+ years experience in data analysis and reporting, business intelligence, or business and financial analysis
- OR Master's Degree in Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND 5+ years experience in data analysis and reporting, business intelligence, or business and financial analysis
- OR equivalent experience.
- Experience using data and metrics to determine and drive improvements
- Proficient working cross functionally with tech and non-tech teams
- Comfortable in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience in building processes, project management, and schedules
- Proficient driving Workforce Management capabilities/functions (Forecasting, Capacity Planning, Scheduling, Systems and Tooling) within an Enterprise Support environment
Other Requirements:
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.
This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States 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, or other approved documents, or verified US government clearance.
Preferred Qualifications:
• 10+ years of defining and implementing process improvement initiatives using data and metrics experience
• 10+ years of managing stakeholders in cross-functional projects
• 3+ years people management experience
Business Analytics M5 - The typical base pay range for this role across the U.S. is USD $129,200 - $248,800 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 - $268,900 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 Dec 30, 2024.
#CES #CSS
Responsibilities
People Management:
• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
Understanding the business:
• Leads and coaches teams to apply in-depth knowledge of the business to proactively identify and address business concerns. Takes measures to support teams in determining scope and impact to guide the development of appropriate solutions, builds and leverages connections across areas of Microsoft's business, clearly articulates connections between internal business topics and relevant external trends, and includes key stakeholders in scoping process to influence decision making that yields positive impact.
Expertise in Data:
• Serves as a trusted expert in data, directing teams to identify optimally relevant data types, and to address gaps with data providers. Manages and influences cross-functional partnerships, leverages relevant work done in other teams, drives action to source additional data, and provides a business case for Engineering or Data Science teams to create or modify data pipelines, integrations, and/or models to drive insights identification.
Data Analysis:
• Leads team(s) in proactively exploring business needs with internal and/or external stakeholders, and in performing complex analyses to address relevant business questions. Drives accountability and influences others to critically evaluate assumptions, tools, and/or techniques, and guides teams to identify potential gaps. Influences partner teams to develop, adopt, and/or improve upon recommended tools and techniques used to conduct analyses and leverage actionable insights.
Presentation of Results:
• Develops and coaches team(s) on best practices for presenting analytic results through various means to influence decision making and drive business outcomes, including dashboards, reports, data visualizations, self-service platforms, slides, and talking points that synthesize insights into a cohesive story. Directs efforts to improve the efficiency of reporting and presentations, and leads team(s) to ensure presented results are accessible, accurate, clear, concise, easily understood, and sufficiently relevant to influence decision making for intended audience(s).
Evaluation:
• Directs teams to determine factors and data types used to evaluate the impact of business, product, and/or operational decisions. Holds teams accountable for evaluating risks and limitations, synthesizing and applying learnings from previous evaluation instances, ensuring recommendations are actionable, and clearly articulating connections between evaluation results, recommendations, and relevant strategic business needs.
Orchestration and Collaboration:
• Establishes and leverages working relationships across teams to ensure quality data sources, clear understanding of business needs, and to optimally leverage analytical tools, processes, and insights, and dive their adoption across teams to deliver results. Identifies and engages relevant stakeholders from across the organization to address short- and long-term business needs, and drives engagements across teams to integrate tools, insights, and/or solutions to address business needs, and assists others in connecting across teams.
Improvement, Efficiency, and Innovation:
• Drives efforts to introduce innovative methods that create efficiency in core work and enable reporting and analytics to be reusable, self-service, directed to meaningful interpretation of data, and capable of driving business decisions and impact across teams. Leads teams to determine optimal and methods for standardizing, sharing, and scaling insights, and implementing automation of patterns of ad hoc analyses and reporting into standard practices. Partners with Engineering or Data Science teams and shares thought leadership to develop and implement automation of core work tasks that are most relevant to addressing business needs.
Other: