The Customer Experience & Success HR Business Partner team is looking for a Senior Human Resources (HR) Director, Customer Services and Support to partner with senior business leaders across the Customer Service and Support (CSS) organization.

CSS is a global leader in support, empowering customers with innovative solutions to make technology work for them. With 14K employees and 25K delivery partner support advocates across 195 countries, CSS handles 5M commercial cases and 30M consumer contacts annually.

The organization’s key priorities include radically improving customer experience, fostering a supportive and inclusive culture, delivering high-quality support, and driving innovation with AI-powered solutions. The rapid pace of transformation and the global nature of this organization brings increased challenge and complexity to this HR leadership role.

The successful candidate will demonstrate exceptional business acumen and strategic thinking, along with a proven track record of collaboration and change leadership in fast-paced, global environments to facilitate change management processes, foster a culture of innovation, and champion diversity and inclusion initiatives to contribute to the overall success and sustainability of the business.

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.

Responsibilities

People 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.

Leadership

• Consults business executive teams in creating and translating business strategies to improve business results for an organization. Leads their team to develop, apply, and align people and organizational priorities with organization vision and execution. Provides strategy analysis to understand the implications of strategic choices within and across organizations. Ensures that the people strategies and organizational strategies are effective to achieve desired business outcomes.

• Leads their team to develop and implement interventions that improve the clarity of business strategies and address the gaps in strategy execution. Conducts assessment of the effectiveness of the business strategy, model, and organizational structure, and makes strategic recommendations to achieve business outcomes. Leads the efforts to identify gaps in the execution of business strategies and consults business leadership on clarifying and executing business strategies as an HR leader.

• Oversees teams assessing metrics to monitor and ensure leadership performance. Coaches managers and leaders to facilitate organizational change and model an inclusive environment. Provides oversight and insight for leaders at Microsoft. Leverages business understanding to connect leadership effectiveness plans with the broader Microsoft ecosystem. Contracts for and provides executive coaching at senior levels of the organization to improve leadership capability, resolve leadership gaps, and drive business results.

• Applies understanding of internal and external business drivers to guide the leadership team through ongoing business evolution and changing ways of working. Collaborates with business leaders or HR partners to develop effective global change-management strategies. Supports and guides organizational leadership team on their business and culture transformation process.

• Designs, and deploys team members to implement interventions that improve leadership and team performance to achieve strategic objectives across business groups and support cultural transformation. Utilizes various strategies and resources to influence leaders to invest in change management. Collaborates with a variety of functions to drive leadership capability, and supports effective leadership team and/or other decision making bodies on critical issues.

Organizational System

• Defines the direction and scope of change and leads changes to new or existing programs or processes for a client, organization, or time zone. Assumes accountability for the team in creating highly complex and impactful interventions, including re-organization and clarifying accountabilities, responsibilities, and decision rights. Fosters change with business leaders and related disciplines, and facilitates change implementation throughout the organization to make the most of organizational assets and strategic decisions.

• Supports and guides organizational leadership team on their business and culture transformation process. Applies understanding of internal and external business drivers to guide the leadership team through ongoing business evolution and changing ways of working. Collaborates with business leaders or HR partners to develop effective global change-management strategies.

• Leverages and adapts system models, uses diagnostics and data, stakeholder conversations, and judgment to analyze organizational problems, and leads improvements in talent pyramid, talent management processes/programs, employee satisfaction/engagement, and organizational effectiveness of the client organization. Partners with leaders in business and HR disciplines (e.g., Talent Management, Organization Development, HR Business Insights), and in-house consulting resources to address issues and gaps, and design and implement solutions that ensure organizational effectiveness and health within and beyond own organization.

• In partnership with HR leaders and/or business leaders, leads based on business needs. Leads the holistic organizational planning (e.g., talent, structure, culture, process). Guides the development and execution of cross-functional communications to inform stakeholders of internal change. Ensures the alignment of organizational design with business goals and leverages existing plans and tools.

• Leads and oversees the application of advanced expertise in leveraging employee listening systems and signals to gain profound insights into the current organizational culture. Conducts comprehensive analyses of the culture's strengths, weaknesses, and areas for improvement, providing valuable insights to inform long-term decision-making. Drives impactful cultural change initiatives that seamlessly align with organizational change plans, ensuring that they contribute to the achievement of long-term business objectives. Collaborates closely with leaders across the organization, offering guidance and support throughout complex, long-term projects and initiatives. Employs innovative solutions and approaches to align the culture with strategic business objectives, fostering a culture that supports and enables the achievement of the organization's goals. Takes a strategic approach to integrating culture ideals into key HR processes such as Talent Planning, Talent Management, and Leadership Development. Utilizes advanced strategies and concepts to shape and influence the organizational culture, ensuring that it aligns with the desired outcomes and drives sustainable results. Leveraging existing systems models inclusive of listening systems to identify cause and effect relationships and make judgments and recommendations to business partners making key organizational decisions.

• Integrates disparate sources of information together based on the analyses provided by HR Business Insights. Provides recommendations about strategy and goals, outlines action plans, and frames data in a way that influences the adoption of action plans. Interprets data, identifies trends/themes, and presents trends to senior leadership. Makes connections with the business as well as the broader system and HR community to identify if issues are systemic or acute.

Talent

• Develops strategic talent plans and ensures the alignment with organizational strategy, data (e.g., attrition rates, hiring trends), and budgets. Drives proactive and reactive engagement and retention strategy at large in partnership with key partners using monetary and non-monetary levers.

• Leads the partnership with Diversity and Inclusion to develop diversity and inclusion plans for a business and drive programmatic efforts. Ensures the integration of local and business perspectives into the Diversity and Inclusion plan to increase workforce diversity and inclusion. Partners with Talent Management and Global Talent Acquisition to ensure alignment on the diversity and inclusion and strategic talent plans, to define a recruiting culture, and to reinforce leader cultivation of external talent and to build high quality slates.

• Drives strategic talent planning by leading team to conduct comprehensive analyses of present and anticipated business requirements to cultivate and expand the talent pool. Proactively identifies and addresses talent gaps. Helps inform and create the organizational and people plans to ensure seamless alignment of talent resources. Collaborates closely with business leaders, Talent Management, and HR counterparts to formulate and implement a comprehensive talent development strategy. Deploys a diverse array of resources for talent enrichment, (e.g., Learning & Development, coaching, mentoring). Leverages analysis to deliver impactful recommendations including coaching to grow talent with the business.

• Acts as an HR leader across the company and/or the industry to drive the development and implementation of the holistic people plan (e.g., talent management, leadership effectiveness, diversity and inclusion, culture). Collaborates with business leaders to identify business priorities, address gaps in current people plan, people programs, and tools to develop critical skills and meet current and future business needs. Leverages the all-up HR People Plan to build consistency across the company. Ensures the alignment of the people plan, people programs, and tools with business strategic goals.

• Influences the design and implementation of strategic talent management solutions (e.g., planning, movement, development) in partnership with Talent Management and business leadership. Identifies and predicts current and future talent needs. Applies knowledge of the future direction of the organization to guide talent assessment and make decisions to internally develop talent or recruit talent externally. Partners across organizations to share and understand how talent within own organization relates to and impacts the broader talent landscape.

• Envisions succession plan with business leaders, in partnership with Talent Managers or independently. Designs talent movement plans for critical roles based on talent capability gaps/needs. Drives the identification of potential successors using deep business or industry insights and data, and ensures opportunities are provided (e.g., developmental plans, growth experiences) to ready successors. Establishes talent pipeline to accommodate future talent needs. Identifies readiness gaps, and works in partnership with the HR system to close gaps and create readiness for next role. Influences succession plan by providing insights on candidates for open roles. Mitigates risks in readiness plans, including ensuring availability of roles for candidates ready for increased responsibility. Creates and drives readiness with HR partners in order to get successors ready for the next role.

• Influences the design and implementation of strategic talent management solutions (e.g., planning, movement, development) in partnership with Talent Management and business leadership. Identifies and predicts current and future talent needs. Applies knowledge of the future direction of the organization to guide talent assessment and make decisions to internally develop talent or recruit talent externally. Partners across organizations to share and understand how talent within own organization relates to and impacts the broader talent landscape.

Other

• Embody our culture (https://careers.microsoft.com/v2/global/en/culture)  and values (https://www.microsoft.com/en-us/about/corporate-values)  

Qualifications

R equired/Minimum Qualifications

• Bachelor's Degree in Business, Human Resources, or related field AND 12+ years experience in human resources or related processes (e.g., hiring, performance management)

• OR Master's Degree in Business, Human Resources, or related field AND 10+ years experience in human resources or related processes (e.g., hiring, training, performance management)

• OR equivalent experience.

Additional or Preferred Qualifications

• Human Resources Professional Certification (e.g., PHR, SPHR, SHRM, CIPD).

• 5+ years experience with partnering with wide network of clients and across human resources to deliver effective business solutions.

• 5+ years people management experience.

HR Business Partnership M6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 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 January 10, 2025.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .