Luis Elizondo

About Luis Elizondo

Luis Elizondo is a business leader and consultant with over 30 years of experience in delivering operational excellence and strategic value for high-tech organizations. He is currently a Director at Microsoft, where he heads the Service Improvement Center of Excellence (SICOE), a team that leverages advanced analytics and machine learning to enhance the support experience and meet the growing needs of Microsoft\'s stakeholders.Luis has a proven track record of successfully leading and executing more than 185 improvement and transformation projects across different functions and regions, focusing on benefits realization and customer satisfaction. He is a certified Program Management Professional (PgMP), a Lean Six Sigma Master Black Belt, and a Stanford LEAD graduate. He is passionate about sharing his insights and expertise with other professionals and fostering a culture of continuous learning and innovation.

Experience

1. Director, Service Improvement Center of Excellence (Sicoe)

   Microsoft

   Mar 2025 — Present · US

   As Director of SICoE within Microsoft\'s Customer Experience & Success (CE & S) organization, I lead a team dedicated to enhancing customer experiences across all products, services, and geographies. Transitioning from a shared services team focused on support, our expanded charter now emphasizes a corporate advisory role in Strategy and Operations. We are committed to ensuring consistent, high-quality experiences by reimagining customer engagement through the power of AI. Our initiatives include:• Developing and implementing AI-driven strategies to transform customer interactions.• Collaborating with cross-functional teams to standardize and optimize processes globally.• Advising leadership on best practices to align operations with evolving customer needs.Our goal is to leverage innovative technologies to deliver exceptional, consistent, and personalized experiences that drive customer satisfaction through benefits realization.

Education

• Tecnológico de Monterrey

  Bachelor of Science - Mechanical Engineering, Minor in Electrical Engineering

• Tecnológico de Monterrey

  Master of Science - Mechanical Engineering, Design Methodologies

• Stanford University Graduate School of Business

  Stanford LEAD Professional Certificate

Skills

• Enterprise Software
• Master Black Belt
• Virtual Teams
• Jmp
• Strategy
• Design of Experiments
• Manufacturing
• Change Leadership
• Dmaic
• Pmo
• Operational Excellence
• Pmp
• Iso Standards
• Six Sigma
• Leadership
• Doe
• Spc
• Net Promoter Score
• Change Management
• Continuous Improvement
• Strategic Planning
• Iso
• Business Process Improvement
• Process Engineering
• Analysis
• Export Controls
• Compliance Management
• Program Management
• Lean Manufacturing
• Statistics
• International Project Management
• Process Improvement
• Project Planning
• Leadership Development
• Cross-Functional Team Leadership
• Start-Ups
• People Skills
• Crm
• Itil
• Integration