With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. 

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty. 

We are seeking a dynamic Workforce Management Manager to join our scheduling team. In this role, you will help us deliver modernized, industry-leading workforce planning services, including forecasting, staff planning, and scheduling, to our global Customer Services and Support SBUs. As a Workforce Manager, you will be responsible for administering scheduling applications and workforce management tools, as well as managing best-in-class processes to optimize daily and intraday staffing levels. Your efforts will drive efficiency, SLA performance, and customer satisfaction. Additionally, you will play a key role in designing and improving our complex workforce management tools and processes to ensure compliance with security standards. 

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.