Online Support Director(职位编号：792655)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2012-08-23
- 工作地点：上海
- 招聘人数：1
- 工作经验：十年以上
- 学历要求：本科
- 职位类别：售前/售后技术支持经理
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 792655
Division: Services & Support
Job Title: Director APGC Online Services Support
Job Category: Management
Location: Shanghai
Product: Online Services
Travel Required: YES
Division: Services/CSS
Title: Director – APGC Online Services Support
Are you someone who can think strategically and help shape the support for Microsoft’s Online Services? Are you someone who can collaborate and work with subsidiary leadership to drive alignment between support and regional strategic priorities? Are you someone who can drive the operational success of MS Online support, drive CPE and be a strong steward of a significant budget across a broad, diverse geography?
The MS Services Support organization is seeking a seasoned strategic thinker and support operations leader with deep experience in leading a large, multi-discipline support organization. You will partner with the Online Services business groups to define our support strategy and implement these strategies through a strong internal management team and outsourced support providers.
The successful candidate will have experience owning and driving business results, demonstrating strategic insights as well as owning and developing business plans for the Online Services business.
You must be able to define, develop and implement service delivery solutions which will improve our customers’ experience with Microsoft products & services and have a significant aptitude for leading successful change efforts in a fast moving environment. You will be able to manage cost out of a complex system. You will be able to partner with the business groups and subsidiaries to balance cost, CPE and risk.
Responsibilities
- Build & lead a high performing team and ensure team has a clear charter and delivers against an aggressive set of commitments.
- Can effectively partner with the Business Groups and subsidiaries to define strategy for the Online Services business and then operationalize.
- Work closely with other organizations across Microsoft to drive efficiencies and share solutions in service delivery and management.
- Develop and manage an annual budget for APGC MS Services Support Online
- Set up regular review mechanisms with business & regional leadership through a defined performance metric criterion to ensure measurement, evangelism and education of service delivery plans.
- Drive service improvement activities to increase customer satisfaction, manage cost, and improve efficiency of service delivery processes.
- Provide challenging assignments to develop skills for individual contributors. Develop annual recruiting, hiring and employee retention plans for team.
- Create a working environment that motivates and inspires others to accomplish business goals.
Overall Scope/Impact:
The scope of this position is APGC and the deliverables have potential to substantially impact the extent to which Microsoft maintains and gains customers, drive satisfaction and grow the business. This position will maintain budget and CPE accountabilities. This position will need to develop skills and expertise in others, set clear objectives and measures for people, teams and projects. A successful candidate can effectively know how to redirect work load and staff according to changing business initiatives. The candidate for this position needs to be a great judge of talent and has a proven track record of hiring and developing talent. The candidate should be able to effectively lead an organization by providing focus in a dynamic, fast-paced environment. Key measures of success are CPE, growth, revenue and cost recovery. Your key internal customers are subsidiary leadership, Online BG and PGs. Key internal partners include other teams within CSS and Services, Field, and WWOps. You will also have significant external relationships including vendors, customers and partners.
Qualifications
- 10+ years of related experience in technical support operational leadership and/or an equivalent combination, including 3-5 years of senior management, budget and expense management experience.
- Demonstrated understanding of the complexity of developing and delivering effective operational solutions to complex business challenges.
- Must have significant leadership experience in a top business leadership role, coupled with a history of demonstrating the effective development of strategic initiatives as well as skills to complete complex implementation plans.
- Significant successful experience in demonstrating leadership in challenging situations
- Demonstrated ability to communicate effectively with peers and drive groups to collaborative solutions
- Demonstrated ability to see company/industry trends and provide leadership with a business context
- BS in business, operations management or related field. MBA preferred but not required.
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 792655
Division: Services & Support
Job Title: Director APGC Online Services Support
Job Category: Management
Location: Shanghai
Product: Online Services
Travel Required: YES
Division: Services/CSS
Title: Director – APGC Online Services Support
Are you someone who can think strategically and help shape the support for Microsoft’s Online Services? Are you someone who can collaborate and work with subsidiary leadership to drive alignment between support and regional strategic priorities? Are you someone who can drive the operational success of MS Online support, drive CPE and be a strong steward of a significant budget across a broad, diverse geography?
The MS Services Support organization is seeking a seasoned strategic thinker and support operations leader with deep experience in leading a large, multi-discipline support organization. You will partner with the Online Services business groups to define our support strategy and implement these strategies through a strong internal management team and outsourced support providers.
The successful candidate will have experience owning and driving business results, demonstrating strategic insights as well as owning and developing business plans for the Online Services business.
You must be able to define, develop and implement service delivery solutions which will improve our customers’ experience with Microsoft products & services and have a significant aptitude for leading successful change efforts in a fast moving environment. You will be able to manage cost out of a complex system. You will be able to partner with the business groups and subsidiaries to balance cost, CPE and risk.
Responsibilities
- Build & lead a high performing team and ensure team has a clear charter and delivers against an aggressive set of commitments.
- Can effectively partner with the Business Groups and subsidiaries to define strategy for the Online Services business and then operationalize.
- Work closely with other organizations across Microsoft to drive efficiencies and share solutions in service delivery and management.
- Develop and manage an annual budget for APGC MS Services Support Online
- Set up regular review mechanisms with business & regional leadership through a defined performance metric criterion to ensure measurement, evangelism and education of service delivery plans.
- Drive service improvement activities to increase customer satisfaction, manage cost, and improve efficiency of service delivery processes.
- Provide challenging assignments to develop skills for individual contributors. Develop annual recruiting, hiring and employee retention plans for team.
- Create a working environment that motivates and inspires others to accomplish business goals.
Overall Scope/Impact:
The scope of this position is APGC and the deliverables have potential to substantially impact the extent to which Microsoft maintains and gains customers, drive satisfaction and grow the business. This position will maintain budget and CPE accountabilities. This position will need to develop skills and expertise in others, set clear objectives and measures for people, teams and projects. A successful candidate can effectively know how to redirect work load and staff according to changing business initiatives. The candidate for this position needs to be a great judge of talent and has a proven track record of hiring and developing talent. The candidate should be able to effectively lead an organization by providing focus in a dynamic, fast-paced environment. Key measures of success are CPE, growth, revenue and cost recovery. Your key internal customers are subsidiary leadership, Online BG and PGs. Key internal partners include other teams within CSS and Services, Field, and WWOps. You will also have significant external relationships including vendors, customers and partners.
Qualifications
- 10+ years of related experience in technical support operational leadership and/or an equivalent combination, including 3-5 years of senior management, budget and expense management experience.
- Demonstrated understanding of the complexity of developing and delivering effective operational solutions to complex business challenges.
- Must have significant leadership experience in a top business leadership role, coupled with a history of demonstrating the effective development of strategic initiatives as well as skills to complete complex implementation plans.
- Significant successful experience in demonstrating leadership in challenging situations
- Demonstrated ability to communicate effectively with peers and drive groups to collaborative solutions
- Demonstrated ability to see company/industry trends and provide leadership with a business context
- BS in business, operations management or related field. MBA preferred but not required.
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
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。
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。