Rebecca McGrory
San Antonio
Summary
Strategic technology leader with a proven track record leading global customer support, presales, delivery excellence, and AI transformation initiatives across large, matrixed organizations. Experienced in directing cross-functional organizations and global delivery partner ecosystems to improve customer experience, operational performance, business growth, and organizational readiness. Recognized for driving enterprise-wide transformation programs, scaling AI-enabled operating models, strengthening governance and fraud mitigation controls, and translating complex business challenges into measurable outcomes. Trusted advisor to executive leadership with deep expertise in operational excellence, customer success, support strategy, workforce transformation, quality management, and AI-powered service innovation.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Sr Technical Support Manager
Microsoft
05.2022 - Current
- Led global 24x7 support operations across consumer and commercial businesses, managing outsourced delivery partners to drive service excellence, scalability, and business continuity.
- Developed and executed customer support strategies aligned with organizational objectives, optimizing operational performance, customer outcomes, and return on investment.
- Leveraged data-driven insights, KPI analysis, and performance metrics to inform executive decision-making and drive continuous improvement initiatives.
- Partnered with product, engineering, and business leaders to resolve systemic issues, incorporate customer feedback, and influence product and service enhancements.
- Drove cross-organizational collaboration and process transformation efforts that improved operational efficiency, accelerated response times, and strengthened achievement of strategic business goals.
Hub Manager Direct Sales and Support
Microsoft
01.2020 - 05.2022
- Manage a dynamic team at multiple development levels through consistent 1:1s, structured learning events, & follow up to ensure targets are met
- Manage employee functions by supporting and resolving conflict, address disciplinary concerns, execute rewards processes, oversee hiring process to ensure diverse staffing
- Work with multiple account teams to influence utilization and adoption of our software through training enterprise customers
- Adapt to short and long-term changes in the business & pivot strategies to achieve targets while remaining people centric
- Achieve DSS financial goals and proven track record to grow the business; ability to analyze sales, financial reports, customer and employee feedback
- Create strategic partnerships to achieve results while fostering a culture of accountability, diversity, & inclusion
- Contact : Deb Tomberlin - 602-366-4919
Assistant Store Manager
Microsoft
05.2017 - 01.2020
- Create clarity for business objectives and deliver results
- Project Manager for Career Ready event that involved building displays, creating events, driving attendees, & building a diverse applicant bench
- Drive a culture of customer obsession that delivers financial results
- Engage and develop a team through floor leadership and constructive feed forward. Developed a mentorship program to aid in skill development across multiple priorities growing sales force
- Collaborate with other leaders to achieve store targets
- Contact : Dustin Perez - 361-537-9054
Assistant Store Manager
Best Buy
06.2004 - 07.2016
- Held a variety of people manager roles within the Org during my tenure including Assistant Store Manager, Mobile Manager, SAS General Manager, Sales Supervisor, Admin Sr, & Customer Service
- Manage a profitable P&L in a high paced retail environment while ensuring customer satisfaction and employee engagement
- Lead and manage employee performance by seeing clear expectations, setting follow up meetings, and delivering disciplinary action when necessary
- Contact : Scott Cheatle - 210-365-5307
Education
Maricopa Community Colleges, Chandler-Gilbert Community College
Chandler, AZSkills
- Fraud risk mitigation and cross-functional security/compliance initiatives
- Organizational change management and readiness transformation
- Global customer support and presales leadership across multiple Microsoft product portfolios
- Executive MBR ownership, operational governance, and strategic communications
- AI transformation leadership including autonomous agents, AI quality frameworks, AI readiness, and AI-first operating models
- Delivery partner strategy, optimization, and global operational excellence
- Customer experience improvement, quality management, and support performance optimization Fraud risk mitigation and cross-functional security/compliance initiatives
- Organizational change management and readiness transformation
- Leadership development, coaching, and capability building for technical advisory organizations
Certification
- Microsoft 365 Fundamentals Certification
- Azure AI Fundamentals Certification
- COPC Best Practices in Managing Outsourced Service Operations
Timeline
Sr Technical Support Manager
Microsoft
05.2022 - Current
Hub Manager Direct Sales and Support
Microsoft
01.2020 - 05.2022
Assistant Store Manager
Microsoft
05.2017 - 01.2020
Assistant Store Manager
Best Buy
06.2004 - 07.2016
Maricopa Community Colleges, Chandler-Gilbert Community College
HONOR AWARDS
Manager of the Quarter (07/2019), Manager of the Quarter (10/2019)