New 
Senior Finance Manager - Customer Service M365 + Security
 Microsoft | |
 United States, Washington, Redmond | |
 Nov 27, 2024 | |
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OverviewEmpower every person and organization on the planet to achieve more. That's what inspires us, drives our work and pushes us to challenge the status quo every day. Through our Cloud-first strategy, we strive to deliver solutions that are optimized for the world and enable customers to drive their business more successfully. Microsoft's Margin Strategy and Investment Optimization (MSIO) team is an exciting and fast-evolving finance team at the forefront of Microsoft's Cloud-first strategy. We are looking for a talented and motivated individual to help shape the future of our cloud products. The team's charter is to optimize our investments in Customer Support across both M365 and Security, while providing visibility to variance drivers. As a Senior Finance Manager - Customer Support M365 + Security on this team, you will partner with Engineering and our Customer Service and Support (CSS) teams to transform support using AI by enabling Copilot and experimenting and leveraging several other ways to enable quick resolution of cases, increase self help and deflection and revolutionizing Engineer productivity and customer satisfaction.
ResponsibilitiesLead analytical review of performance against plan/forecast and drive insights across a variety of metricsPartner with Engineering to delivery efficiencies with a high return on investment (ROI) to continue to drive down unit economicsPro-actively communicate volume variances to ensure capacity requirements are met to avoid incremental costs or customer satisfaction issuesExhibit leadership skills proactively driving and delivering high-impact results through both individual and v-team effortsArticulate findings into high quality communications and facilitate executive decision making across Customer Support Services and Engineering | |