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Director, Business Operations & Analytics
Irving, TX
Job Description
OverviewWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience. We are seeking a highly skilled and motivated Director of Business Operations & Analytics to drive our data analytics initiatives and support our efforts to achieve accumulative efficiency goals. This role will be instrumental in managing a portfolio of programs aimed at predicting, tracking, and operationalizing efficiency improvements across our organization. The ideal candidate will possess a background in data analytics, with a proven track record of leveraging data-driven insights to identify opportunities for greater efficiencies and drive operational excellence. In addition to developing predictive models and tracking mechanisms, this role will focus on monitoring efficiency metrics in real-time and adapting strategies according to measured results. This dynamic approach ensures that our organization remains agile and responsive to changing business needs, continuously optimizing processes to achieve maximum efficiency and effectiveness.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.
ResponsibilitiesPeople 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 BusinessLeads 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 DataServes as a trusted expertise 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 AnalysisLeads 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. Adapting Strategy: Continuously monitor efficiency metrics in real-time and adapt strategies according to measured results. Analyze performance data to identify areas of improvement or unexpected outcomes, and adjust efficiency strategies accordingly. Collaborate with stakeholders to implement agile methodologies and iterative approaches to optimize processes and achieve maximum efficiency and effectiveness. Presentation of ResultsDevelops 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). EvaluationDirects 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 CollaborationEstablishes 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 InnovationDrives 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.OtherEmbody our culture and values
ResponsibilitiesPeople 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 BusinessLeads 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 DataServes as a trusted expertise 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 AnalysisLeads 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. Adapting Strategy: Continuously monitor efficiency metrics in real-time and adapt strategies according to measured results. Analyze performance data to identify areas of improvement or unexpected outcomes, and adjust efficiency strategies accordingly. Collaborate with stakeholders to implement agile methodologies and iterative approaches to optimize processes and achieve maximum efficiency and effectiveness. Presentation of ResultsDevelops 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). EvaluationDirects 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 CollaborationEstablishes 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 InnovationDrives 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.OtherEmbody our culture and values
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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