Tech intensity skilling lead

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 Skilling and Knowledge Experience (S&KE) team sits in the Strategy and Operations Org.  Out team purpose is to develop a balance of both Technical and Professional Skilling Content for the Customer Services and Support Organization.  Having been skilled on our content, we expect learners to have newfound skills they can apply to their jobs, with improved business performance metrics.

With the unprecedented technical advancement in AI, and the ensuing AI transformation, our customers expect Microsoft Customer Success roles, as their trusted advisors, to support them in their deployment of a particular technology, and even more importantly guide them in the overall architecture design of complex solutions and overall AI transformation. 

To meet and exceed the customers’ expectations, our Customer Support Engineers and Delivery Partners need both deep technical troubleshooting skills as well as a solid understanding of a wide portfolio of Microsoft products. Technical Skilling or Tech Intensity for depth and breadth is more important than ever as a critical lever to enable our workforce. 

To efficiently and effectively skill the ~40K roles in Customer Services and Support, we need a seasoned strategy leader to define the transformational Tech Intensity strategy and execute on prioritized programs at speed and at scale to meet customer needs.
This role is flexible in that you can work up to 50% 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.

•    Define a holistic technical skilling framework strategy for FY26 to transform how we skill the ~40K Support Engineers and Delivery Partners globally, landing a skilling framework to help our audience grow their skills and proficiency levels, creating a culture of learning.
•    Size the opportunities to narrow down to a set of immediate and actionable execution priorities for small scale pilots to test, and partner with CSS Stakeholders on landing key Tech Intensity Initiatives (i.e. Internal Technical Certifications and Development of Agents)
o    Established partnerships and listening mechanisms to get ahead of the curve on what next Technical Skilling Opportunities/Initiatives should be established.
•    Innovate as AI and Copilot customer zero: leverage our own AI and copilots stack to build an AI powered solution to help Support Engineers and Delivery Partners validate their skills proficiencies, prepare them for deliveries and serve as their learning copilot
•    Influence and guide BPMs across the team and partners to create effective skilling and community programs to deepen technical intensity across Support Engineers and Delivery Partners

Required/minimum qualifications

• Master's Degree or equivalent AND 3+ years experience in learning and development, relevant technical roles, business development, quota management, human resources (HR), customer success, collection management, research/restoration evaluation, industry, program/project management, or corporate education
  • OR Bachelor's degree or equivalent AND 5+ years experience in learning and development, relevant technical roles, business development, field or sales, HR, customer success, collection management, research/restoration evaluation, industry, program/project management, or corporate education
  • OR equivalent experience.

Additional or preferred qualifications

• Master's Degree or equivalent AND 8+ years experience in learning and development, relevant technical roles, business development, field or sales, human resources (HR), customer success, collection management, research/restoration evaluation, industry, program/project management, or corporate education
  • OR Bachelor's degree or equivalent AND 12+ years experience in learning and development, relevant technical roles, business development, field or sales, HR, customer success, collection management, research/restoration evaluation, industry, program/project management, or corporate education
  • OR equivalent experience.
• Microsoft Fundamentals Certification
• Coaching (e.g., International Coaching Federation), Project and/or Program Management Professional, archival, or related certifications.
• Business problem identification by leveraging qualitative and quantitative data,  customer feedback, stakeholder insights and learner input for the optimal strategy to address critical skill needs
• Strategy leadership and system thinker: define the technical skilling northstar vision, near term strategy, and collaborate with key stakeholders and various leadership teams to develop one consistent technical skilling strategy and execution plan across CE&S inclusive of SBUs, all Solution Areas, their respective FTEs or delivery partner roles, connecting people, processes and state of the art cloud and AI solutions to drastically grow customer facing capacity, efficiency and effectiveness.
• Innovation leader: exercise out of the box thinking and combine the latest industry trends, best practices with Microsoft inhouse IP into innovative solutions to effect change at large scale to positively impact 30K+ learners worldwide
• Execution excellence: drive a set of prioritized programs to execute on the strategy, with a focus on building programs to drive new and existing product skills, delivery skills for both proactive Unified delivery and reactive support.
• Continued improvement: leverage a robust portfolio of feedback and insights mechanisms to gather and synthesize learner insights and identify opportunities for continued program improvement, with agility, with the goal to build skills and capabilities to meet customer demand and expectations. 

Integrated Learning IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 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.

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.