With 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.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

The CE&S BI Team is responsible for delivering data-driven decision-making and self-serve analytics to optimize customer experience and support operations across Microsoft''s assisted and self-service support surfaces. We build and manage data platforms and data flows, oversee data and measurement governance, develop Machine Learning (ML) models, manage support-critical data tools, and provide both core and business-specific analytics resources and guidance.

We are seeking a goal-driven Principal Data Science Manager with extensive experience in developing data-driven solutions and expertise in both conventional and state-of-the-art Machine Learning (ML) and AI technologies. In this role, you will lead and collaborate closely with high-impact data scientists and strategic customers to solve complex problems. You will communicate trends and innovative AI solutions to stakeholders and work cross-functionally with engineering teams, product teams, and program management to deploy business solutions.

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.

Responsibilities

We are seeking an experienced Principal Data Science Manager to lead a team of data scientists. You will be responsible for strategy, backlog management and collaborating with a broad cross-discipline team. We need a manager who fosters an inclusive culture and growth mindset. You will partner effectively with teams across Microsoft to design holistic solutions requiring technical depth to balance multiple technology options.

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.
  
  

Business Understanding and Impact

• Applies technical expertise and organizational resources to analyze overarching problems and issues facing projects to uncover, manage, and/or mitigate factors that can influence final outcomes. Seeks out resources to support team members. Determines criteria to be used to define the boundaries of a task. Understands and is able to explain Product Engineering project details in both analytical and technical terms to upper management and other project stakeholders. Collaborates with outside teams to ensure project plan is actionable, feasible, and viable. Ensures objectives of the team are aligned with business needs and can be easily understood from a business perspective.
  
  

Additional

• Set the vision, drive prioritization, and guide technical approaches for leveraging data across all of CE&S to identify and pursue the right business opportunities.
• Hire and develop top talent - build and cultivate a highly functioning team of data scientists grounded in the objective truth of the measured customer experience.
• Utilize LLMs and other AI technologies to revolutionize data science practices within the team, enhancing the speed, accuracy, and scalability of data analysis and insight generation.
• Develop and manage relationships with product and business leaders across the organization to understand objectives and identify opportunities. Collaborate closely with other Microsoft Data Science and Data Engineering teams to deliver data-informed solutions to address the business's most essential needs.
• Create and maintain a data science and analytics roadmap. Run sprint/quarter/semester planning and foster cross-team collaboration to deliver complex projects.
• Establish success measures that set a high bar of achievement for our organization and drive accountability through our team and partners.
• Serve as a leader within the organization by creating clarity, inspiring others, and delivering high quality.
  
  

Other Responsibilties

• Embody our culture and values
  
  

Qualifications

Required/Minimum Qualifications

• Doctorate in Data Science, Mathematics, Statistics, Econometrics, Economics, Operations Research, Computer Science, or related field AND 5+ years data-science experience (e.g., managing structured and unstructured data, applying statistical techniques and reporting results)
• OR Master's Degree in Data Science, Mathematics, Statistics, Econometrics, Economics, Operations Research, Computer Science, or related field AND 7+ years data-science experience (e.g., managing structured and unstructured data, applying statistical techniques and reporting results)
• OR Bachelor's Degree in Data Science, Mathematics, Statistics, Econometrics, Economics, Operations Research, Computer Science, or related field AND 10+ years data-science experience (e.g., managing structured and unstructured data, applying statistical techniques and reporting results)
• OR equivalent experience.
• 3+ years people-management experience.
• 5+ years customer-facing, project-delivery experience, professional services, and/or consulting experience.
  

Other Requirements

The 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.

Preferred Qualifications

• Demonstrated experience as an organizational leader with over three years of experience recruiting and managing data scientists, program/product managers, business/data analysts, or related roles from industry and/or academia.
• Functional knowledge of cloud computing and online services business models, including business, technical, financial, and operational measurements.
• Proven business acumen to identify projects that best support overall business strategy and apply relevant data insights to strategic goals.
• Proficient quantitative, data modeling, and statistical skills, including causal inference, resampling techniques, mixed effects models, significance tests, etc.
• Proficient in tools for navigating and analyzing data (SQL, Azure Data Explorer, R, Python, Databricks, etc.).
• Experience with machine learning algorithms for forecasting, clustering, classification, recommendation systems, NLP, etc.
• Proficient written and oral communication skills, with the ability to synthesize complex problems/scenarios into easy-to-understand concepts.
• Capable of delivering compelling presentations to audiences at all levels of the organization.
• Ceative, innovative, and organized thinker with high attention to detail.
• Self-driven to continuously learn and bring a growth mindset to problem-solving.
• Effective time management in complex, ambiguous, deadline-driven environments.
• Proven ability to create a healthy team culture of diversity, inclusion, belonging, and collaboration.
  
  

Data Science M5 - The typical base pay range for this role across the U.S. is USD $137,600 - $267,000 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 $180,400 - $294,000 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 August 3, 2024.

#CES #GCS

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.