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Ivo Koster
Seattle, Washington, Verenigde Staten
Transforming Customer Support with AI-Driven Innovation and Human-Centered Leadership
With a proven track record at Microsoft, I've revolutionized Xbox Support from a costly, inefficacious operation to a model of efficiency and customer satisfaction using AI and strategic leadership. Leading with a blend of empathy and analytical rigor, I've developed scalable solutions such as the Xbox Empowerment Tool and GenAI bots, significantly reducing costs while enhancing the customer experience. My focus? Empowering teams, driving innovation, and creating customer loyalty through preventative support and integrity. I'm now seeking new opportunities to redefine support and leadership in dynamic industries.
Experience
Microsoft
Director Product Quality & Services
Oct 2017 - Present
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
- Led a diverse team of Support Planners and data scientists to oversee customer experience transformation and automation initiatives, enhancing efficiency and innovation within Xbox support and Microsoft Rewards.
- Managed and optimized a $60+M annual budget for Xbox support and $10+M for Microsoft Rewards, achieving significant cost savings through strategic automation and process efficiency.
- Drove AI/ML-driven automation initiatives, contributing to a 30% increase in operational efficiency by implementing TMaaS and developing the Xbox Home Console reset system, eliminating 1.3M annual support contacts.
- Achieved a Customer Satisfaction Score of 4.56/5 for 10M Xbox customer contacts per year, exceeding targets through strategic customer engagement strategies and Project XEMPT, which enhanced service efficiency and customer satisfaction.
Microsoft
Principle Supportability Program Manager – Xbox Customer Services and Support
Sep 2016 - Oct 2017
Microsoft
Customer Experience Program Manager (XPM) – Xbox Customer Services and Support
May 2012 - Sep 2016
Microsoft
Senior Program Manager – Services Business Desk
Sep 2009 - Apr 2012
Microsoft
Group Manager – Premier Support Offerings Management
Jan 2008 - Dec 2009
Microsoft
Senior Program Manager – Enterprise Support Offerings
Jan 2006 - Dec 2008
Microsoft
Global Program Manager – Services Business Operations
Jan 2002 - Dec 2006
Microsoft
Global Program Manager for the Global Delivery Model
Jan 2002 - Dec 2002
Microsoft Nederland
Support Manager for Professional support
Jan 1999 - Dec 2000
Microsoft Nederland
Support Manager for Office, Developer products and Games
Feb 1997 - Dec 1999
Rabobank Nederlands
Groupware Specialist
Jan 1997 - Feb 1997
Wildschut Opleidingen & Automatisering
Business Unit Manager
Mar 1991 - Feb 1997
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