重庆招聘

Job Category: Operations

Location: China, Shanghai

Job ID: 793593

Product: (Not Product Specific)

Division: Services & Support

Overview:

Do you want to join a great team with customer focus culture, aiming providing high-quality service to Microsoft enterprise level customers in 15 different countries with 5 different languages, and realizing customer potential through adopting Microsoft technologies?

APGC Customer Service and Support Enterprise/Developer Support (APGC CSS Ent/Dev) is a big team with more then 300+ FTEs. The team provides enterprise level support on almost all Microsoft enterprise level technologies to customers who have annual premier service contract with Microsoft. Ent/Dev has 3 different sites in Shanghai, Taipei and Seoul, and serves customers from 15 different countries in across 6 time zones.

APGC CSS Ent/Dev has an immediate opening for an Operations Manager reporting to Ent/Dev Business & Strategy Manager. This important role supports team on overall operations on customer support quality and efficiency, business review, stakeholder communication, business reporting and analysis, APGC CSS level and Ent/Dev level project management etc.

The incumbent should be able to work independently and drive impact through influence. Capabilities to think ahead, anticipate obstacles, effective planning to deliver to business objectives in a predictable fashion would be foundational. Confidence, proven communications skills and strong inter-personal awareness will be required in the role.

Main Responsibilities:

Operations Management

- Drive regular business review within Ent/Dev, with APGC CSS leader and with corporate Commercial Technical Support (CTS) leader. Dig into the issues and drive corresponding teams for improvement actions, especially on service quality, working efficiency and any process/tool broken.

- Drive process and change management for key business processes which will ultimately tie back into tools and larger regional or global processes. Ensure adherence and compliance to processes on the team.

- Drive quarterly China Site All Hands meeting to recognize people, update business status and follow-up actions on employee feedback, update key employee events such as kick-off, annual party etc.

Project Management

- Drive project management, change management, analysis and information intelligence for all business initiatives.

- Drive the action log process and effective communication to ensure closure.

- Motivate and lead disparate teams both direct and indirect to solve issues.

Cross Group Collaboration/Communication

- This position will work with all levels of the team across CSS and other partners (including Operations, IT, S&M, HR, Finance, etc..) to drive key initiatives, improve communications and improve core business processes and practices.

- The Operations Manager will also communicate with executives from top vendors to ensure alignment with Microsoft’s strategy.

Business and Operations Rhythm

- Drive Operations rhythm within the team locally and in alignment with global rhythm to ensure business delivery on target, on commitments driving green scorecard.

- Drive monthly and quarterly business review processes.

Business Reporting and Analysis

- Ensure the regular business reporting can fulfill support business needs on finding issues and making business decisions.

- Accept regular and adhoc requests on business analysis on finding issues and making business decisions.

- Simplify business review and drive business review efficiency.

Competencies:

- Strong communication and interpersonal skills

- Influence and impact all-level stakeholders

- Good business acumen

- Good operational and analytical skills

- Excellent project management skills and be highly organized, process focused and detail oriented

- Demonstrated ability to manage virtual team

- Able to work across cultures effectively, valuing diversity within virtual team

Qualification:

- Minimum of 10+ years of demonstrated experience in operations management or project management in a high tech environment.

- 3+ years working experience in IT service or relevant industry

- Experience of business analysis or business management

- Experience of working with senior management

- Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products as well as - SharePoint site configuration and usage

- Working knowledge of international business practices preferred

Technical Requirements:

- General understanding of Microsoft products, e.g. Exchange, SQL and etc.

Education:

- BA/BS degree in business or a related field required; MBA preferred

- PMP preferred

COPC VAM preferred

Microsoft is an equal opportunity employer and supports workforce diversity.

微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。