重庆招聘

Job Category: Customer Service & Support

Location: China, Shanghai

Job ID: 790642

Product: (Not Product Specific)

Division: Services & Support

Are you interested in joining a team that is building the future of online services and community support in the region?

Online Services Support group (OSS) in APGC is hiring a Business Manager that will work cross group within CSS in the region, CSS globally and subsidiaries across APAC and GCR. This group drives support services for S+S across APAC and GCR. The group is also responsible for driving community support for the region and English support globally.

This position will report to the Director of OSS. 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.

Responsibilities include but not limited to:

Business Strategy and Management:

-Provide strategic thinking in positioning key initiatives of OSS and articulate value to internal and external customers / stakeholders.

-Manage and orchestrate the planning, analysis and support execution of all initiatives through the year.

-Work closely with the leadership and respective stakeholder teams to help create and manage the overall strategy, initiative roadmap and resource model. The business manager will analyze business results and make recommendations to drive business objectives and accountability across business lines.

Project and Process Management:

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

- 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 the actionlog 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 business 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.

- Work closely with finance counterpart to drive financial planning twice a year, quarterly forecast cycles and monthly variance control.

Qualification:

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

- Excellent written and verbal communications; outstanding organization skills; familiarity and comfort working with senior management; ability to establish working relationships with senior individuals across a diverse range of businesses and geographies are pre-requisites for the position.

- Proven track record on operational and analytical skills.

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

- Ability to motivate and influence without direct authority. Demonstrated ability to manage through others.

- Very strong team player with excellent interpersonal skills.

- Able to work across cultures effectively, valuing diversity within virtual team. Working knowledge of international business practices.

- Proficient in the use of Microsoft Office (power point, word, excel, visio, project) products as well as sharepoint site configuration and usage.

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