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Microsoft Corporation Web Sales and Support Director in Cambridge, Massachusetts

Microsoft Store is the first and best place for businesses, educators, and consumers to experience all that's possible with Microsoft and its partners through unparalleled service and support. Operating in five countries across 40+ Hub locations, our team has grown to serve all customer segments through personalized sales interactions, needs-based training, and on-demand virtual support. We are energized and driven by the opportunity to innovate in how we engage with all customers, optimize our talent for greatest impact, and most importantly, empower our valued customers to achieve more. Are you interested in a career where you can inspire customers and make an impact while building lifelong skills? If so, we’re the place for you!

The Director of Web Sales and Support will lead a customer obsessed organization in the Microsoft Stores Direct Sales and Support (DSS) team to serve our digital customers with innovative support to humanize the online shopping experience through chat, video chat and virtual assistant tools. These tools include personal shopping and business consultation services. The objective of this role is to deliver exceptional customer service to our online customers and to help drive online conversion and sales of Microsoft solutions through assisted motions. This role will work across over 200+ web sales and support team members to better serve Consumer, Small Business and Education customers. This role will interface with key Customer Service and Digital Store teams from across the company to ensure we become a “trusted advisor” for our customers.

Responsibilities

Responsibilities

  • Manage our day to day operations of over 200+ Web Sales and Support team members in partnership with the Field

  • Drive our strategy and execution of our Web Sales and Support priorities and projects

  • Support our Microsoft.com customers through more innovative a human shopping experiences, such as video chat and Personal Shopping services

  • Support our Microsoft.com Small business and Education customers with more innovative services such as Business consultation services

  • Partner with our Digital Store Customer Innovation team to develop and deliver new innovative support models and tools

  • Partner with our Customer Services team to provide customer support for key business lines such as Surface, M365 and Xbox

  • Drive day to day accountability and performance management of our Web Sales and Support team members

  • Partner with the readiness team to develop and administer training and programs to upskill our teams

  • Deliver on key support metrics such as # of Incidents addressed and Customer Satisfaction scores

  • Deliver on key online revenue metrics such as conversion, average order value, attach and assisted web revenue

  • Partner with the Direct Sales and Support team to create opportunities and hand off customers where appropriate

  • Scope: Supporting Online stores in US, Canada, UK, Australia

  • Develop, retain and promote talent to rest of Microsoft

  • Integrate with key GSMO, CSS and Digital Store partners

  • Execute on Microsoft Stores broader Diversity & Inclusion agenda

  • Uphold Microsoft’s leadership and cultural principles

  • Operate a compliant and high integrity business

Qualifications

Minimum Qualifications

  • 10+ years of experience leading Customer Service or sales organizations

  • 5+ years of building new/innovative direct to Consumer or direct to Commercial Support models

  • Demonstrated project management, strategy, leadership, and cross-group collaboration skills

  • Experience leading customer support for Consumer and Small Business audiences

  • Experience of presenting to and communicating with senior levels

  • Highly adaptable, and strong collaborator, fierce advocate, and influencer

  • Experience leading a global support organization

  • Experience leading a Digital Stores team preferred

  • Bachelor's degree or equivalent required - MBA desirable

Preferred Qualifications

  • Familiar with financials, pipeline, score-carding and other internal measurement tools

  • Understanding of key sales management metrics for process and outcomes

  • Cross-functional stakeholder management

  • Change management experience

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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