The Microsoft Advertising Service Engineering Manager is responsible for a team of Service & Automation engineers that provide advanced technical support for our online Microsoft advertising business while delivering tools that help scale and drive operational efficiency for the organization. The primary focus will be on paid search results that are delivered by Microsoft Ads on Bing, and partner web publisher sites. This role will use broad business, technical skills, developing automation strategy and driving continuous improvements based on user and stakeholder feedback. This role requires building cross-group relationships with the Global Microsoft Advertising Sales and Service teams at Microsoft, and other partners to deliver great support experience, solving technical problems, identifying opportunities for impactful automation, setting clear project priorities, and overseeing timely execution within budget. This role works closely with Microsoft's Advertising Engineering team to define requirements for the next generation of paid search advertising platform technologies, and to ensure that the Voice of the Customer is front and center in all that we do.

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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. #MicrosoftAdvertising

Responsibilities

As our Service Engineering Manager you will:

• Lead and mentor a team of service engineers, providing technical guidance, support, and coaching to drive high performance and professional growth

• 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 team member’s capabilities and aspirations; Invest in the growth of others.

• Process Improvement and Automation : Drive the simplification, standardization, and automation of critical processes to reduce manual effort and error rate, leveraging emerging tools and technologies to drive increased operational efficiency and service reliability.

• Coordinate planning and execution with internal engineering teams, business partners and technical leaders across the division

• Architect and review designs for large scale integrated systems.

• Recognize and convey impact of security related issues and threats and reprioritization of ongoing tool development against emerging security trends.

• Incident Management and Resolution : Establish and maintain incident management processes and procedures to promptly identify, escalate, and resolve service disruptions and outages.

• Continuous Improvement : Monitor the effectiveness of automation tools in driving operational efficiency. Gather feedback from users and incorporate it into future improvements. Stay updated with emerging trends in AI (Copilot) and automation technologies and implement them as appropriate.

• Vendor Management : Manage relationships with third-party vendors and service providers, evaluating their performance and ensuring compliance with service level agreements (SLAs) and contractual obligations

• Cross Group Collaboration : Build cross-group relationships to share knowledge and be an effective advocate for internal/external partners on automation and security related best practices. Enable team to conduct monthly tech talk and knowledge sharing sessions to drive further engagement in Automation opportunities across the organization globally. Shares and define insights, best practices, and standards that can be applied to improve system, platform, and/or product development and operations across the business. Continue to develop thought leadership, insights, and best practices through participation with industry, cross-functional teams, and business leaders. Mentors and coaching engineers to help them identify and propose solutions that will have a positive customer/business impact.

• Technical guidance : Provide in-depth business and technical knowledge needed to solve major incidents and ensure service engineering teams across the business have the technical skills, tools, and resources to deal with incidents during regular on-call shifts and find scalable solutions that stop incidents from happening again across products. Hold teams accountable for meeting Service Level Objectives (SLOs) and customer/business needs, inform internal and external stakeholders and executive leaders of details related to customer/business impact and status of resolution; ensure that learnings are shared across the business through post-mortem reports and review meetings to identify opportunities to widely adopt similar solutions to prevent incident repetition across the business.

• Data Analysis : Lead the Service Engineering teams that work on analyzing data and patterns from advertiser, native and publisher data, campaigns, and domains to safeguard advertiser return on investment (ROI) and ensure user safety on Microsoft Advertising, and to detect suspicious or fraudulent traffic and advertising practices. Coach the engineers to actively look to protect customers and users while preventing fraud clicks.

Other

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

Qualifications

Required/Minimum Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, or systems engineering

• OR equivalent experience.

• 3+ years people management and/or leadership experience

• 3+ years of experience with programming languages such as Python, C#, or JavaScript, with experience in developing scripts and automation tools for data analysis and manipulation, as well as understanding of automation and scripting skills.

• 3+ years of customer service and supporting operational excellence and best practices.

Preferred Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 8+ years technical experience in software engineering, network engineering, service engineering, or systems engineering

• OR equivalent experience.

• Proven experience as a Software Engineering Manager or similar role in a software development setting.

• Understanding of software development life cycle (SDLC) and agile methodologies.

• Expertise in cloud technologies like Azure.

• Ability to develop and implement long-term security strategies that align with organizational goals. Experience in transitioning teams from reactive to proactive security postures. Experience partnering with sales, client services & support, legal, marketing, technology teams and other functions as appropriate.

• Ability to work through self-directed, ambiguous situations.

• Demonstrated skills in dealing with diverse groups of product teams.

• Ability to direct and work independently, with an eagerness to consistently meet and exceed commitments/objectives and take ownership of complex problems.

• Passion for developing others and being vested in their success.

Service Engineering M4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 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 $153,600 - $250,200 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 July 3, 2024.

#microsoftadvertising

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) .