Technical Operations Leader
Microsoft
Technical Operations Leader
Multiple Locations, United States
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
In the Customer Success team, we are looking for people with a passion for delivering customer success. As a Technical Operations Leader, you will run a team who enable customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your technical leadership and subject matter expertise, you will drive the team to ensure customers get value from their Azure investments. Microsoft aspires to help our customers transform their business and operations with AI solutions built on Azure. Azure is the most comprehensive, innovative, and flexible cloud platform today and Microsoft is hiring professionals that will drive customer cloud adoption for AI Innovation within the most important companies in the market.
This role is flexible in that you can work up to 100% from home other than required travel for customer, employee, business meetings as needed.
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 Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
- OR equivalent experience.
- 3+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.
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Experience in Developer platforms, tools, and solutions on Azure or other cloud environments.
Preferred Qualifications :
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 12+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
- OR Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
- OR equivalent experience.
- 6+ years experience working in a customer-facing role (e.g., internal and/or external).
- 6+ years experience leading technical projects, teams, or functions.
- Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
- 5+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.
Cloud Solution Architecture M5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 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 $165,600 - $272,300 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 June 30, 2025.
Responsibilities
As a Technical Operations Leader within the Global Cloud & AI Customer Success organization, you will lead a team of senior Technical Architects and Program Managers to enable the Field Customer Success teams and Partners in helping customers drive their AI Transformation priorities through solutions built on the Azure platform. You will provide thought leadership and subject matter expertise in Azure platform services, processes, tools, and operations and have accountability for driving the sustained consumption growth and optimal customer experience for this business on Azure.
• Your team will manage field requests for help related to platform services and operations in each Region and drive to closure – including user acceptance testing (UAT) Technical Feedback Teams (TFT) within service level agreements (SLA), outage impact, platform escalations
• You will lead the team in interfacing with regional Tech Services teams, field LT, and Chief Architect Office Team to actively manage and resolve platform issues to ensure optimal operations and customer experience for the Azure platform services
• You will lead the team in managing communications to Corp and field stakeholders and supporting customer communications on these platform topics
• Your team will drive Hands-on delivery of Unified offerings based on dispatch (for Innovation workloads), customer engagement as needed. You will lead the team to drive Field readiness on relevant processes and best practices for platform escalations
• You will Influence product roadmap based on Voice of customer/field gathered from field customer success unit (CSU) teams, customers, and partners
• Your team will enable the field CSU resources in delivering their commit-to-close and pipeline contributions through next-best-action priorities, by developing and landing execution guidance and best practices on platform scenarios for the field teams
• You will serve as Technical SMEs with Thought leadership on the platform topics – best practices, architecture patterns
• You will lead the team in contributing to high quality Repeatable IP assets to enable the execution of the field-based Customer Success teams based on the learnings and insights from customer experiences and engagements.
• You will empower your team to effectively Unblock and Accelerate customer engagements related to Azure platform services, by resolving any issues in collaboration with product team and support engineers.
• You will engage the team with Worldwide Learning SMEs to develop high quality skilling plans for the field Cloud Solution Architects based on the learnings and insights from customer experiences and engagements.
• You will build and grow teams through talent management, diversity and inclusion, coaching, and career development. Inspire and foster a culture of customer-centricity and consumption, adoption and through collaboration with peers and extended teams and develop a team that incorporates a mix of expertise across key workloads and lead them through changes using the Demonstrated Capability Framework
• You will engage with the most strategic customers as executive sponsor to accelerate digital and AI transformation and help customers achieve optimized, healthy deployments and usage of Azure platform services. Accountability to ensure revenue and business metric are achieved for the Azure business.
• You will foster a continuous self-learning culture and drive technical intensity, to enable customers to realize desired business outcomes, including innovation. Model impactful community engagement, sharing learnings and best practices, and coach inclusivity.
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