MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
Leads Managers in case resolution or larger teams or across multiple regions where applicable. Leads and accelerates AI adoption, ensuring the team is skilled, empowered, compliant, and consistently applying AI to deliver faster, higher quality, and more efficient support. Ensures security standards are upheld across all teams in the organization. Partners with Supportability and Planning teams to anticipate upcoming product changes and ensure the organization is prepared. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance.
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
- Case Resolution and Daily Operations
- People Management
- Product/Process Improvement
- Readiness and Knowledge Management
- Security
Qualifications
- Required qualifications
- Preferred qualifications
- Language Qualification
Mandarin Language: fluent in reading, writing and speaking.
English Language: confident in reading, writing and speaking.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
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.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience
- 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience, or equivalent experience
- 3+ years of people management or informal/indirect team leadership experience
- Fluent Mandarin reading, writing, and speaking skills
- Confident English reading, writing, and speaking skills
- Ability to meet Microsoft, customer, and government security screening requirements
- Pass the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter
- Bachelor's degree in Computer Science, Information Technology, or a related field, and 12+ years of operational excellence, delivery management, account management, sales, or vendor management experience, or equivalent experience
- Microsoft technology certifications
- Industry IT certifications such as CompTIA, CCNA, or ISC2
Microsoft Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Microsoft and has not been reviewed or approved by Microsoft.
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Fair & Transparent Compensation — Pay is presented as broadly competitive overall, with clear role/level/location variation and an emphasis on using posted ranges and band information for apples-to-apples comparisons.
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Retirement Support — Retirement benefits are described as a standout, highlighted by a strong 401(k) match structure and immediate vesting, plus additional plan features for tax-advantaged saving.
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Parental & Family Support — Family-oriented benefits are portrayed as a meaningful strength, with substantial paid parental leave and added supports like back-up care and adoption/surrogacy assistance.
Microsoft Insights
What We Do
At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. Our mission is grounded in both the world in which we live and the future we strive to create. Today, we live in a mobile-first, cloud-first world, and the transformation we are driving across our businesses is designed to enable Microsoft and our customers to thrive in this world.
